We are looking for a personable, strategic and Brand obsessed Customer Success Manager to join our fast-growing marketing tech startup.

Working closely with a growing team of incredible Brand Success Executives, you will be the strategic and supportive partner, working closely with some of the most exciting and cutting edge brands to help them grow through the power of their passionate customers.

You’ll be at the heart of the business, understanding Duel’s brand partners and how to support them from both a strategic and platform perspective increasing retention and driving Advocacy.

THE COMPANY

Duel was founded by world-record-breaking adventurer and former brand ambassador Paul Archer, alongside viral games developer Naio Tsarouchis. They set out to develop both the technology and methodology that enables purpose-led brands to drive organic growth, powered by real communities of advocates.

Duel is on a mission to create and own the Brand Advocacy category of marketing and fulfil our purpose of tipping the focus from shareholder return to people and the planet. We want everyone to win, brand and customer alike.

Duel’s Brand Advocacy Platform allows mid-level to enterprise brands to do just that - scaling how they manage their relationships with thousands of advocates and brand ambassadors. This unprecedented ability to manage their communities is built around programs that engage and retain customers, accelerating word-of-mouth sales.

The Duel team is made up of psychologists, brand experts and community builders from companies including Amazon, Treatwell, Bain and Lululemon. The platform is used by brands such as Monica Vinader, Charlotte Tilbury, Rab, BeautyPie, KUHL, Tropicfeel and many more.

Duel is also especially proud of being featured in Gartner’s ‘Cool Vendor’ Retail Marketing category.

THE ROLE

As you can probably tell, at Duel, we are obsessed with helping our brands get organic growth through the word-of-mouth of their happy customers. At the core of this principle is providing a remarkable customer experience. We take that to heart with our own customers, who have now become the primary channel for our own growth.

You’ll manage a breath of incredible D2C brands and work closely with various stakeholders within the customer base, providing the strategic view of our Brand Partners and driving customer experience. Ensuring every Brand Partner is successful with the Duel technology and is happy can’t live without it.

Strategic Vision

• Maintaining a strategic vision of Duel’s entire customer base in order to drive customer adoption and satisfaction and work towards 100% retention

• Identifying opportunities and proposing solutions to Brand Partners to support them in getting the most out of their advocacy programs

• Understanding the competitive landscape and sector relevant information to keep Duel’s Brand Partners informed

• Staying up to date on market trends within the consumer marketing world - creating and identifying advocacy opportunities within our client base

Collaboration

• Collaborating with Duel Product Management on market-led requirements and priorities for inclusion within the product roadmap—creating an optimal feedback loop between our product and our customers

• Working closely with the Duel development team to provide technical support for customers and feedback on new features or products, becoming an integral part of steering the direction of the product

• Working with Account Managers and Strategists within the sales cycle to establish customer goals, evaluate their needs and suggest optimisation techniques or additional features to meet their requirements

Brand Management

• Maintain relationships with operators of the Duel platform from our Brand Partners (clients) and advise and educate them on the technology to bring each Advocacy Program to life

• Serve as the primary regular point of contact for both internal and external stakeholders throughout the entire relationship between Duel and a Brand.

• Guide customers through the onboarding and technical implementation phase, which will involve empathising on a personal level with the individual you are assisting from the brand, as well as with the strategy of the brand and their goals.

THE PERSON

The role doesn’t require any coding ability (so no technical experience is required and full training will be provided), but you will spend all day using, deploying and thinking about how the software can best support organic growth for brands - loving tech, brands and people is key for a Brand Success Manager at Duel.

• You’ll have a personable, warm and inviting personality - you work well in a team and people generally want to be around you

• Challenging - willing to dive deep in both internal and external situations for the best result, and a positive attitude while doing it

• Tech-savvy, with a proven interest in using software to run your life. You’re eager to learn and comfortable picking up new skills on-the-fly

• Brand-obsessed, innately knows what makes great brands great

• A loyal team player, a linchpin to the office and our team - someone who everyone comes to and isn’t afraid to muck in on any project

• Attentive to detail with strong problem-solving skills

• Able to multitask and prioritise tasks in what is guaranteed to be a constantly changing environment

• You leave your ego at the door - doing what's best for your brands and your team is always the centre of what you do

• Must be eligible to work in the UK

EXPERIENCE

• Proven Customer Success experience

• Leadership experience within a fast-paced, high growth business - experience managing a team of 2+ direct reports 

• A proven track record with a SaaS related platform or similar

• Direct and proven work with establishing strategic outcomes and measurements

• Experience working with and presenting results to senior directors within a CS team

WHAT WE OFFER

• Flexible working hours - if you need to fit around childcare, want to work odd hours or need to do fewer than 5 days a week, we can make it work

• We’re a remote-first company, so if you don’t need to be in the office then you can do the work required from anywhere in the world (Google Hangouts is a wonderful thing). Ideally, we would like you to come to London once a month to connect with the team.

• 28 days holiday (excluding public holidays)

• On-going training where required

• Perks: Gym membership, Headspace subscription and work-related or personal growth reading/Audible budget, cycle to work scheme

• Options scheme for all full-time employees - it’s important to us that everybody owns a part of the company and shares in the benefits of what we build

• £48,000 - £55,000 p/a depending on experience

We’re on a mission 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.

***Duel is committed to creating a diverse environment and is proud to be an equal opportunity employer. We know some folk tend to only apply for jobs when they meet all the criteria - if you think you might be able to do this role (or even grow into it), ping us your CV as we often pool CVs for other roles. Remember, if Kanye can think he’s qualified for the job of president of the United States, you’re probably going to be just fine.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability or age.***