COURTNEY DUKES
Los Angeles,CA
Summary
Dynamic Customer Success professional recognized for exceeding performance goals and fostering cross-functional collaboration. Achievements include maintaining customer satisfaction scores over 90% and orchestrating retention strategies that effectively reduced churn rates below 10%, driving significant business outcomes.
Overview
13
13
years of professional experience
Work History
Customer Success Manager
Housecall Pro
Los Angeles, CA
10.2025 - Current
- Managed team of 15 onboarding and success professionals to enhance customer adoption and retention.
- Drove operational excellence by exceeding call attainment goals by over 100%.
- Maintained customer satisfaction scores above 90% through exceptional service delivery.
- Boosted team performance with structured coaching, leading to several members doubling monthly commission.
- Supported retention initiatives, effectively keeping churn rates below 10%.
- Conducted weekly coaching sessions focused on communication and call quality improvements.
- Collaborated with senior leadership on workforce planning and organizational strategies.
- Promoted accountability in team development to achieve key performance metrics.
Senior Success Associate
HubSpot
California
04.2024 - 10.2025
- Cultivated SMB customer relationships, enhancing onboarding, adoption, and retention strategies.
- Collaborated with cross-functional teams to optimize marketing campaigns and initiatives.
- Managed customer inquiries to ensure timely resolutions and maintain satisfaction levels.
- Facilitated team meetings to encourage collaboration and promote best practice sharing.
Senior Customer Success Associate
Ethos
California
08.2021 - 01.2024
- Swiftly resolved escalated support issues by coordinating with billing operations and cross-functional teams.
- Handled diverse customer inquiries across various channels, ensuring rapid and accurate responses.
- Guided users in exploring product features, improving overall user experience.
- Documented feedback to offer actionable recommendations for product enhancements.
- Analyzed support trends to identify opportunities for process improvements and efficiency.
Team Lead
Capital One
Rolling Meadows, IL
07.2017 - 07.2021
- Directed performance management, coaching, hiring, onboarding, and employee engagement initiatives.
- Managed daily operations to ensure compliance with company policies and procedures.
- Facilitated training sessions for new employees on product knowledge and service standards.
- Coordinated project timelines and allocated resources for successful project execution.
- Analyzed customer feedback to pinpoint areas for service enhancement.
Senior Program Specialist
Uber
Chicago, IL
07.2015 - 07.2017
- Resolved customer escalations and streamlined operational workflows using Zendesk, Salesforce, and Jira.
- Managed stakeholder communications to ensure alignment on program objectives and updates.
- Analyzed program performance data to identify opportunities for process optimization.
- Supervised junior team members while providing mentorship for professional development.
- Coordinated project tasks to achieve timely delivery within budget constraints.
- Monitored service delivery to uphold quality assurance standards.
Senior Customer Success Analyst
Drip
Los Angeles, CA
02.2013 - 07.2015
- Collaborated with cross-functional teams to enhance product features based on customer feedback, driving user satisfaction.
- Implemented relationship-building strategies with key accounts, fostering long-term partnerships.
- Automated technical troubleshooting for e-commerce customers, resulting in increased support efficiency.
- Performed root cause analysis on recurring customer issues to prevent future occurrences.
- Created detailed reports on customer satisfaction for management assessment.
- Developed and maintained comprehensive documentation for customer support processes.
- Conducted training sessions for new hires on effective customer engagement practices.
Education
Bachelor of Arts - Communications
DePaul University
Skills
- Customer success leadership
- Team management
- Employee development
- Performance management
- Customer retention strategies
- Customer onboarding processes
- Talent acquisition
- Workforce planning
- Operational excellence
- Process improvement initiatives
- Reporting and analytics
- Strategic planning
- Cross-functional leadership
- Salesforce proficiency
- HubSpot CRM expertise
- Genesys experience
- Jira knowledge
- Confluence familiarity
- Zendesk support skills
- Talkdesk usage
- Calendly scheduling proficiency
- Microsoft Office Suite expertise
- Google Workspace proficiency
Personal Information
Title: Customer Success Manager | Customer Experience & Operations Leader
Timeline
Customer Success Manager
Housecall Pro
10.2025 - Current
Senior Success Associate
HubSpot
04.2024 - 10.2025
Senior Customer Success Associate
Ethos
08.2021 - 01.2024
Team Lead
Capital One
07.2017 - 07.2021
Senior Program Specialist
Uber
07.2015 - 07.2017
Senior Customer Success Analyst
Drip
02.2013 - 07.2015
Bachelor of Arts - Communications
DePaul University