Customer Success Manager at Duplo

What is the Role

• We are a high-growth startup in the early stages of building the sales organization, initial processes, and the culture of how we interact with our customers throughout the pre-sales and go-live lifecycle.
• As a Customer Success Manager, your role is crucial in onboarding and ongoing account management of Duplo’s customers.
• Our revenue model is based on usage, not just signing a contract.
• This means Customer Success at Duplo is one of the most important roles on the sales team. You will handle strategic customers on a daily basis to help them understand the possibilities with the Duplo platform, dive deep into their business use cases and provide trusted-advisor level insight, and then manage their deployment of Duplo end to end.
• Beyond deployment, you will be responsible for day-to-day helping customers learn about use cases they had not considered with Duplo, enabling both them and us to grow together. This is a close-knit partnership style relationship.
• Your ultimate goal is to drive customers to understand and plan, and then guide them through implementation and go-live for the best outcome as they deploy this mission-critical platform. Identifying gaps in business operations and education to both business and technical stakeholders will be crucial.
• Metrics will be oriented around deployment timeframes, total processed volume (financial transactions through Duplo), and customer satisfaction.
• Given the early stages of where we are as a team, you and your team will help in setting the precedent and instituting processes required for the future success of the company - this is not a role for script followers.

Requirements

• 2+ years of experience in a customer-facing role (customer success manager, business development, account executive, sales engineer, customer support)
• Strong intellectual curiosity about how businesses work and where improvements can be made
• Track record of exceeding revenue targets, maintaining strong customer relationships and satisfaction level, and maintaining low churn
• Exposure to enterprise or high-value SMB companies with complex needs, with the ability to interact effectively with both technical and business stakeholders
• Strong desire to help build and solve problems - you get excited by new challenges and using technology to overcome them
• Highly collaborative, over communicative, and have a team mentality
• Consultative style with an ability to communicate ideas in both structured and clear written or verbal formats
• Excellent relationship-building skills, ability to become a trusted advisor
• Represent customer needs to the product and development teams
• Collaborate with marketing and sales to improve material and the end to end customer experience
• Given the early stages of this team, this is not a script reader - the ability to think strategically and remain customer-focused without overly relying on precedent - often on the spot with customers
• Plus - experience in fintech, particularly payments.