Lead Customer Success Manager

Lead Customer Success Manager

Location: New York, USA - Hybrid

Salary: $120,000 - $160,000

Duel is looking for a Lead Customer Success Manager to lead on engagement with our most cherished brands, helping them throughout their lifetime with us to shape the future of brand advocacy. This is an incredible opportunity to influence how the world’s most purpose-led fashion, beauty and retail brands scale their impact using Duel’s Brand Advocacy Platform.

The Business

Duel is a SaaS company on a mission to empower brands to grow through the advocacy of the people who love them. It was founded by world-record-breaking adventurer and former brand ambassador Paul Archer, alongside viral games developer Naio Tsarouchis, and we exist to show there’s a better way to build businesses, to build a better future, proving that caring for people builds brand, which builds long-term and exponential profit returns.

The Duel Brand Advocacy Platform allows enterprise brands to do just that - scaling how they manage their relationships with thousands of advocates, customers, creators and brand ambassadors. We’re proud today that brands such as Abercrombie & Fitch, Charlotte Tilbury, Spanx, Victoria’s Secret and Elemis (to name a few, but not to name some household names that we can’t talk about yet) are doing just that. The Duel team comprises psychologists, brand experts and community builders, combining cutting edge brand expertise, with seasoned SaaS experience.

The Role

Strategic Leadership:
As the Lead Customer Success Manager, you’ll own the management and maturation of relationships with multiple Enterprise brands. These brands need us not just for support, but as a strategic partner, helping them align their brand and marketing campaign initiatives with overarching business goals.

Team Mentorship:
You’ll mentor a talented international team of customer success and technology implementation managers in best practices and strategic brand management techniques.Collaborating together, you’ll ensure the seamless execution of word-class service delivery, creating remarkable experience for our brands.

Account Growth:
You’ll collaborate with experienced Account Managers to drive growth against key performance indicators - customer retention, renewals, and account expansion with managed services. You’ll identify opportunities to add value through proactive workshops, strategic planning, and leveraging data analytics.

Cross-Functional Collaboration:
You’ll partner with product development teams to influence the direction of new features to improve customer onboarding experiences, and ensure alignment with the nuances of the brands values and market position

Campaign Management:
You’ll streamline processes to enhance service delivery and scalability, creating more efficient paths for onboarding, program management, and long-term brand growth. You’ll work with brands to analyse campaign performance and provide data on key metrics, offering strategic recommendations based on analysis to drive continuous improvement.

The Person

Empathetic Leader:
You’re an approachable, team-first leader with a knack for mentoring, inspiring, and supporting colleagues. Your nearest and dearest would describe you as personable, warm and inviting - people generally want to be around you.

Tech-Savvy Innovator:
You understand the magic of technology. From CRM platforms to MarTech stacks, you’re in your element mastering new technologies, using them to drive change. You constantly seek innovative ways to improve service delivery, brand satisfaction by introducing new technologies, processes, or approaches that can enhance the brand experience.

Brand-Centric Visionary:
You align with Duel’s core belief that building meaningful, people-first relationships is the key to exponential brand growth. You understand,we can't buy a good reputation; we must earn it, taking pleasure in responding to crises with effective communication strategies that protect the brand image, building a brand-specific knowledge base that mitigates risks and maintains trust.

The Experience

• 6 years in customer success, account management, or marketing roles, preferably within a Brand, MarTech SaaS or agency environment

• Deep understanding of brand/marketing campaign strategy, CRM, and end to end, service execution for high-impact brands.

• Experience mentoring teams, managing large books of business, and delivering measurable results for enterprise clients.

• A track record of using data to inform strategy and prioritise tasks in fast-paced, growth phase scale up environments.

Why Duel?

We want to build a remarkable company with remarkable people and a remarkable culture that you will want to shout from the rooftops about. In a relaxed, flexible, and fun environment, the team is driven to making the business a success while enjoying what we do and who we do it with.

• Flexible working hours - if you need to fit around childcare or life, we understand.

• 32 days of annual leave (including an end-of-year break).

• Options scheme for all full-time employees - it’s important to us that everyone shares in what we build.

• US Healthcare Options - More to come on this

• 401K Match Plan

• A growing benefits package, including;

  • End-of-year break (3-4 additional days depending on dates)

  • Company Macbook to work from

  • $400 WFH Set-Up

  • Headspace Contributions

  • Personal Development budget and support

  • 2 additional days leave for volunteering

  • Salary: $120,000 - $160,000