duplo
About Duplo:
Duplo is building the platform to power the next generation of financial services. Our mission is to help companies expand financial access for all. Our simple and powerful banking-as-a-service API helps companies quickly launch financial products. We are recruiting to fill the position below:
Job Title: Senior Associate, Customer Success
Location: Lagos
Employment Type: Full-time
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.
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.
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.
How to Apply:
Interested and qualified candidates should click on ‘Apply now’ below.
