What are the responsibilities and job description for the Senior Customer Success Manager position at Duel?
Senior Customer Success Manager
Hybrid : New York City, 3 Days in office (Manhattan)
Salary : $85,000-$90,000
Reporting to : VP of Customer Success
About us
Duel is a SaaS company on a mission to make Brand Advocacy the industry standard playbook for building brilliant retail brands. 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 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
We’re looking for a Senior Customer Success Manager to join our growing team. This is a highly strategic role, responsible for supporting brands through their lifecycle with us, driving retention, renewal, and expansion while ensuring they achieve the unique return on investment with Duel.
This role requires a proactive and consultative approach, helping brands onboard successfully, ensuring continued adoption of the platform, and identifying opportunities to increase value and deepen relationships. You will work cross-functionally to optimise customer experience and drive Net Revenue Retention growth.
If you’re passionate about fostering meaningful customer relationships and driving business impact, we’d love to hear from you.
We’re looking for someone who will…
Drive customer retention, renewals, and NRR growth by deeply understanding brand needs and proactively identifying ways to add value.
Deliver a white-glove experience to our brands, ensuring continued satisfaction and loyalty.
Own onboarding and success planning for brands, ensuring seamless adoption and long-term engagement.
Develop and execute strategic account plans, including regular business reviews (EBRs, QBRs) to track progress and surface opportunities.
Create customer advocacy through case studies, testimonials, and referrals.
Enhance customer success processes and playbooks to drive scalable best practices.
Proactively manage risk, identifying and mitigating potential churn factors.
Work closely with Sales, Product, and Customer Success teams to align on customer needs and opportunities.
Supporting the development of playbooks and processes to drive scalable success.
We’d love to hear from you if…
You have 6 years of Customer Success experience in SaaS or MarTech SaaS specifically
You have a strong interest in brand advocacy and strategic brand management.
You have experience, working cross-functionally with sales, product, and marketing teams.
You have experience independently managing and prioritising a large book of business.
You enjoy problem-solving and analysing data to drive insights and change.
You thrive in a collaborative environment, building relationships with internal teams and customers.
You are empathetic and humble in your approach to customer success.
You’ve seen this movie before, you thrive in start-up / scale-up environments, with adaptability, and an ability to “work off your own steam”
In-person and remote working balance
We have a growing team of people on the ground in our NYC office as well as HQ's in London & Bristol, UK
Although our approach to hybrid working is flexible, priority for this role will be given to people based in New York City, within a commutable distance to Manhattan. We are keen to spend some days each week in a shared space partnering with the VP of Sales and the wider sales team.
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.
We have a growing benefits package, including;
Flexible working hours - if you need to fit around childcare or life, we understand.
25 PTO Days 11 Statutory Holidays End-of-year break (3-4 additional days depending on dates)
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
Company MacBook to work from
350 WFH Set-Up
Headspace Contributions
Personal Development budget and support
2 additional days leave for volunteering
Salary : $85,000 - $90,000
