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The Manager of Customer Success Operations is responsible for enhancing customer satisfaction, retention, and growth by implementing best practices, managing workflows, and collaborating across departments to align customer initiatives with organizational goals.

Lead a portfolio of medium/large Duck Creek OnDemand and OnPrem accounts as the primary trusted advisor. Drive adoption, renewals, upsells, and NRR/GRR; coordinate across partners and internal teams; manage risks, support case resolution, governance meetings, and mentor junior CSMs to ensure customer success and referenceability.