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Camila Duarte

Bilingual Customer Success Manager
Miami, FL, United States

Professional Summary

Bilingual Customer Success Manager with 6+ years retaining and expanding SaaS accounts across LatAm and US markets. Partners with CSMs, AEs, and product to cut churn, drive NRR, and turn onboarding friction into renewals. Fluent in English and Spanish; known for executive QBR storytelling and playbook-driven scale.

Employment History

Bilingual Customer Success Manager
Horizon SaaS Partners · Miami, FL
Mar, 2022 · Present
Own a book of 45 mid-market accounts (~$4.2M ARR); lifted net revenue retention from 102% to 118% in 18 months. Run Spanish/English QBRs for LatAm enterprise buyers; cut time-to-value onboarding from 48 to 29 days. Built a churn-risk scorecard with CS ops; recovered $620K ARR via save plays and expansion motions. Coach 3 junior CSMs on discovery calls, health scoring, and renewal forecasting.
Customer Success Specialist
PalmTech Solutions · Fort Lauderdale, FL
Jun, 2019 · Feb, 2022
Managed 70+ SMB SaaS accounts; hit 96% logo retention and $1.1M expansion ARR across two fiscal years. Localized onboarding kits and help content in Spanish; cut support tickets 22% for LatAm customers. Partnered with sales on handoffs; improved Stage-1 to Stage-2 conversion by 14%.
Account Coordinator
Bayfront Digital Agency · Miami, FL
Aug, 2017 · May, 2019
Coordinated deliverables for 25 retainer clients; kept monthly NPS above 55. Translated client briefs and status decks EN↔ES for cross-border campaigns. Built a shared renewals tracker that reduced missed follow-ups by 30%.

Education

B.A. Business Administration
Florida International University · Miami, FL
2013 · 2017
Business Administration

Skills

Customer Success
Account Management
NRR / Churn Reduction
QBR Facilitation
Salesforce
Gainsight

Languages

Spanish · native
English · fluent