Customer Success Manager

Duplo is a Lagos-based fintech startup that enables businesses in Africa to digitize their receivables and payables, reduce time-to-cash, lower transaction costs, and generate more revenue from their business customers.

We want to make B2B payments as simple as P2P payment apps. Most business payments in Africa are made offline….yikes. We are on a mission to transform this. 

We are backed by top investors including Liquid2 Ventures, My Asia VC, Soma Capital, YCombintaor, Oui Capital, and others.

This is a unique opportunity. You'll have the responsibility and resources to take a significant part in the creation of a paradigm-changing product that will impact millions.

What is the role:

We are a high-growth startup in the early stages of building the sales organization, initial processes, and the culture of how we interact with our customers throughout the pre-sales and go-live lifecycle.

As a Customer Success Manager, your role is crucial in onboarding and ongoing account management of Duplo’s customers. Our revenue model is based on usage, not just signing a contract. This means Customer Success at Duplo is one of the most important roles on the sales team. You will handle strategic customers on a daily basis to help them understand the possibilities with the Duplo platform, dive deep into their business use cases and provide trusted-advisor level insight, and then manage their deployment of Duplo end to end. Beyond deployment, you will be responsible for day-to-day helping customers learn about use cases they had not considered with Duplo, enabling both them and us to grow together. This is a close-knit partnership style relationship.

Your ultimate goal is to drive customers to understand and plan, and then guide them through implementation and go-live for the best outcome as they deploy this mission-critical platform. Identifying gaps in business operations and education to both business and technical stakeholders will be crucial.

Metrics will be oriented around deployment timeframes, total processed volume (financial transactions through Duplo), and customer satisfaction.

Given the early stages of where we are as a team, you and your team will help in setting the precedent and instituting processes required for the future success of the company - this is not a role for script followers.

REQUIREMENTS

• 2+ years of experience in a customer-facing role (customer success manager, business development, account executive, sales engineer, customer support)
• Strong intellectual curiosity about how businesses work and where improvements can be made
• Track record of exceeding revenue targets, maintaining strong customer relationships and satisfaction level, and maintaining low churn
• Exposure to enterprise or high-value SMB companies with complex needs, with the ability to interact effectively with both technical and business stakeholders
• Strong desire to help build and solve problems - you get excited by new challenges and using technology to overcome them
• Highly collaborative, over communicative, and have a team mentality
• Consultative style with an ability to communicate ideas in both structured and clear written or verbal formats
• Excellent relationship-building skills, ability to become a trusted advisor
• Represent customer needs to the product and development teams
• Collaborate with marketing and sales to improve material and the end to end customer experience
• Given the early stages of this team, this is not a script reader - the ability to think strategically and remain customer-focused without overly relying on precedent - often on the spot with customers
• Plus - experience in fintech, particularly payments