Lead Implementation Manager

Hybrid: New York City, 3 Days in office (Manhattan)

Salary Range: $95,000 - $100,000

Reporting to: Margaret Phelan, VP of Customer Success

About us

Duel is a SaaS company on a mission to make Brand Advocacy the industry standard playbook for building brilliant retail brands. It was founded by world record-breaking adventurer and former brand ambassador Paul Archer, alongside viral games developer Naio Tsarouchis, and we exist to show there’s a better way to build businesses, to build a better future, proving that caring for people builds long-term 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. We’re proud today that brands such as Abercrombie & Fitch, Charlotte Tilbury, Spanx, Victoria’s Secret, and Elemis (to name a few, but not to name some household names that we can’t 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

We’re looking for an Implementation Lead to join our growing team.

At Duel, we’re evolving our approach to customer onboarding, moving toward a premium, white-glove experience that ensures every client feels supported, confident, and set up for long-term success from day one.

To bring this vision to life, we’re investing in our Implementation function, and we’re looking for a strategic, hands-on Implementation Lead to take charge.

In this role, you’ll be the driving force behind our onboarding experience, working cross-functionally with Sales, Customer Success, and Product teams to ensure new clients transition smoothly and get immediate value from our platform. You’ll define processes, refine playbooks, and raise the bar on what a world-class onboarding experience should look like.

This is more than just project management, it’s about championing client success from the very first interaction, building trust, and laying the foundation for long-term partnerships. If you thrive in fast-paced environments, love turning complex processes into delightful experiences, and are excited about scaling high-impact programs, we’d love to hear from you.

We’re looking for someone who will…

• Lead and grow a talented onboarding team, making sure every client launch feels effortless, on-brand, and impactful.
  
  

• Personally support high-profile or complex customers through their onboarding journey to ensure strong adoption and long-term success.
  
  

• Make the first 90 days post-sale truly exceptional, creating the kind of experience that builds lasting trust.
  
  

• Be a strategic bridge between Sales, Product, and Customer Success, turning customer expectations into repeatable, scalable onboarding journeys.
  
  

• Design and roll out a tiered onboarding model that supports both hands-on and light-touch approaches.
  
  

• Audit our current processes, and shadow the team to understand what’s working and what’s not.
  
  

• Lead complex implementations, propose quick wins, and begin shaping your vision.
  
  

• Introduce new onboarding assets, and begin growing & mentoring the team.
  
  

• Bring consistency to our onboarding process while keeping things personal and human.
  
  

• Find the sweet spot between bespoke service and efficient systems; help us scale without losing our touch.
  
  

• Be hands-on where needed, but always thinking a few steps ahead; lifting others up along the way.
  
  

• Lead successful onboarding for several enterprise-level brands within your first few months.
  
  

• Help shape different onboarding journeys for different types of customers, whether they need high-touch support or are ready to self-serve.
  
  

• Build simple, useful dashboards that help us measure success and spot friction early.
  
  

• Create tools and materials that make handoffs between teams smoother and more effective.
  

We’d love to hear from you if…

• You’ve led SaaS implementations and know how to keep customers and internal teams aligned.
  
  

• You’re process-savvy comfortable with tools like Notion and HubSpot, and love making things run smoother.
  
  

• You bring empathy, calm under pressure, and a coaching mindset to leadership.
  
  

• You’re data-literate and use onboarding metrics to drive smart decisions.
  
  

• You handle tough situations with grace balancing diplomacy and directness when needed.
  
  

• You’ve onboarded enterprise clients and know what a great post-sale experience looks like.
  
  

• You’ve been a player-coach or are stepping into your first people leadership role with confidence.
  
  

• You collaborate naturally across Sales, Product, CS, and Tech to create seamless onboarding journeys.
  
  

• You care about reducing friction, improving handovers, and building trust at every step.
  
  

• Bonus if you’ve built onboarding processes from scratch in a fast-moving, early-stage environment!
  

In-person and remote working balance

• We have a small HQ in London (Holborn) and a growing team of people in our NYC office.

• Although we have a flexible hybrid approach, priority will be given to candidates near London or NYC who can spend some days in a shared space partnering with the team.

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.

We have a growing benefits package, including;

• Flexible working hours - if you need to fit around childcare or life, we understand.

• 25 PTO Days + 11 Statutory Holidays + End-of-year break (3-4 additional days depending on dates)

• Options scheme for all full-time employees - it’s important to us that everyone shares in what we build.

• US Healthcare Options - More to come on this

• 401K Match Plan

• Company MacBook to work from

• $350 WFH Set-Up

• Headspace Contributions

• Personal Development budget and support

• 2 additional days leave for volunteering