Lead Implementation Manager
Lead Implementation Manager
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1 Vacancy
Job Description
Lead Implementation Manager
Hybrid: New York City 3 Days in office (Manhattan)
Salary Range: $95000 $100000
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 recordbreaking 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 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 cuttingedge brand expertise with seasoned SaaS experience.
The Role
Were looking for an Implementation Lead to join our growing team.
At Duel were evolving our approach to customer onboarding moving toward a premium whiteglove experience that ensures every client feels supported confident and set up for longterm success from day one.
To bring this vision to life were investing in our Implementation function and were looking for a strategic handson Implementation Lead to take charge.
In this role youll be the driving force behind our onboarding experience working crossfunctionally with Sales Customer Success and Product teams to ensure new clients transition smoothly and get immediate value from our platform. Youll define processes refine playbooks and raise the bar on what a worldclass onboarding experience should look like.
This is more than just project management its about championing client success from the very first interaction building trust and laying the foundation for longterm partnerships. If you thrive in fastpaced environments love turning complex processes into delightful experiences and are excited about scaling highimpact programs wed love to hear from you.
Were looking for someone who will
Lead and grow a talented onboarding team making sure every client launch feels effortless onbrand and impactful.
Personally support highprofile or complex customers through their onboarding journey to ensure strong adoption and longterm success.
Make the first 90 days postsale 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 handson and lighttouch approaches.
Audit our current processes and shadow the team to understand whats working and whats 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 handson where needed but always thinking a few steps ahead; lifting others up along the way.
Lead successful onboarding for several enterpriselevel brands within your first few months.
Help shape different onboarding journeys for different types of customers whether they need hightouch support or are ready to selfserve.
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.
Wed love to hear from you if
Youve led SaaS implementations and know how to keep customers and internal teams aligned.
Youre processsavvy 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.
Youre dataliterate and use onboarding metrics to drive smart decisions.
You handle tough situations with grace balancing diplomacy and directness when needed.
Youve onboarded enterprise clients and know what a great postsale experience looks like.
Youve been a playercoach 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 youve built onboarding processes from scratch in a fastmoving earlystage environment!
Inperson 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 Endofyear break 34 additional days depending on dates)
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
Company MacBook to work from
$350 WFH SetUp
Headspace Contributions
Personal Development budget and support
2 additional days leave for volunteering
Employment Type
Full Time
