Senior Associate, Customer Success at Duplo

Responsibilities:

• Own end-to-end customer journeys for mid-to-large segment accounts, including onboarding, adoption, renewals, and expansions.
• Build and nurture long-term partnerships with key stakeholders and decision-makers.
• Proactively identify customer goals and align Duplo’s solutions to maximize value delivery.
• Act as a trusted advisor, using product expertise to help clients streamline operations and drive business outcomes.
• Monitor account health and develop playbooks to address risk signals, prevent churn, and drive retention.
• Lead QBRs and executive check-ins, providing strategic insight and usage analytics.
• Collaborate cross-functionally with Product, Engineering, and Support to solve problems, share feedback, and influence roadmap priorities.
• Support internal initiatives such as process optimisation, tool implementation, and customer advocacy programs.
• Mentor junior team members and contribute to onboarding and knowledge sharing efforts.

Key Skills & Competencies:

• Excellent relationship management with both day-to-day users and executive stakeholders.
• Strong business acumen and consultative approach to uncovering customer needs and opportunities.
• Analytical thinker—able to translate customer usage data into insights and action plans.
• Skilled in project management and stakeholder coordination.
• Creative problem-solver who thrives in ambiguity.
• High degree of ownership, curiosity, and a bias for proactive action.
• Empathy with commercial awareness—able to balance customer love and business goals.

Technical & Professional Requirements:

• Minimum of 4 years of experience in Customer Success, Account Management, Consulting, or a client-facing role (B2B SaaS or fintech preferred).
• Proven track record managing mid-to-large accounts with strong retention and expansion results.
• Comfortable working with CRM tools (e.g., HubSpot, Salesforce, Freshdesk), customer success platforms, and analytics dashboards.
• Excellent verbal and written communication skills.
• Prior experience in a startup or high-growth environment is a strong advantage.
• Bonus points if you’ve led internal CS projects or mentored team members.