Head of Customer Operations

Head of Customer Operations

About Duet : Duet is on a mission to transform primary care by empowering nurse practitioners (NPs) to own and operate their practices. By providing NPs with tailored products and services within a supportive setting, Duet is building the nation’s largest network of NP-owned practices, driving better outcomes for patients and communities.

Role Overview : As the Head of Customer Operations, you will lead the end-to-end customer lifecycle for our NP practices, from onboarding through long-term customer success. Your ultimate goal is to grow and sustain the country’s largest and most impactful network of NP-owned practices. You will oversee all customer-facing teams, including onboarding, product adoption, account management, and customer success, systematizing customer experiences that drive retention, revenue growth, and practice expansion.

Key Responsibilities :

• Strategic Leadership: Develop and execute a comprehensive strategy to onboard, engage, and retain NP practices at scale. Partner with leadership to align customer success efforts with Duet’s growth objectives and mission.
• Customer Onboarding: Design and oversee a delightful onboarding process for new NP practices. Ensure rapid ramp-up and satisfaction during the critical early stages of the customer journey.
• Customer Success and Growth: Lead initiatives to optimize customer satisfaction, retention, and lifetime value. Collaborate with NP practices to identify growth opportunities, enabling practice expansion and network impact.
• Revenue Ownership: Drive revenue growth and take rate expansion through exceptional customer experiences, cross-selling opportunities, and retention strategies. Monitor and manage key revenue and customer success metrics, ensuring alignment with company goals.
• Team Leadership: Build, mentor, and lead a high-performing team across onboarding, account management, and customer success. Foster a culture of accountability, collaboration, and continuous improvement.
• Stakeholder Collaboration: Partner closely with Sales, Marketing, Product, and Engineering teams to align on customer needs and deliver impactful solutions. Represent the voice of the customer, advocating for NP practices internally to shape product roadmaps and enhancements.

Qualifications:

• Proven experience in customer success, revenue leadership, or a related field, ideally within healthcare or a high-growth environment.
• Demonstrated ability to scale customer revenue operations to support rapid business growth.
• Exceptional interpersonal, communication, and relationship-building skills with customers.
• Passion for building and mentoring high performing teams to manage through the rollercoaster of high growth.
• Strong tech and analytical background with a focus on using data to drive decisions and financial performance.
• Passion for empowering healthcare providers and/or small business owners to revitalize communities.

Why join Duet?

• Be part of a mission-driven organization reshaping healthcare through the empowerment of NPs and women-owned practices.
• Opportunity to lead and scale a critical function with no ceiling on growth.
• Worked alongside clinicians and seasoned entrepreneurs with laser focus.