Lead Customer Success Manager

Lead Customer Success Manager

Location:New York USA Hybrid

Salary: $120000 $160000

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 worlds most purposeled fashion beauty and retail brands scale their impact using Duels 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 worldrecordbreaking adventurer and former brand ambassador Paul Archer alongside viral games developer Naio Tsarouchis and we exist to show theres a better way to build businesses to build a better future proving that caring for people builds brand which builds longterm 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. Were proud today that brands such as Abercrombie & Fitch Charlotte Tilbury Spanx Victorias Secret and Elemis (to name a few but not to name some household names that we cant 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 youll 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:
Youll mentor a talented international team of customer success and technology implementation managers in best practices and strategic brand management techniques.Collaborating together youll ensure the seamless execution of wordclass service delivery creating remarkable experience for our brands.

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

CrossFunctional Collaboration:
Youll 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:
Youll streamline processes to enhance service delivery and scalability creating more efficient paths for onboarding program management and longterm brand growth. Youll 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:
Youre an approachable teamfirst 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.

TechSavvy Innovator:
You understand the magic of technology. From CRM platforms to MarTech stacks youre 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.

BrandCentric Visionary:
You align with Duels core belief that building meaningful peoplefirst relationships is the key to exponential brand growth. You understandwe cant 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 brandspecific 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 highimpact 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 fastpaced 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 endofyear break).

• Options scheme for all fulltime employees its 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;

  • Endofyear break (34 additional days depending on dates)

  • Company Macbook to work from

  • $400 WFH SetUp

  • Headspace Contributions

  • Personal Development budget and support

  • 2 additional days leave for volunteering

  • Salary: $120000 $160000