Head of Customer Success, Duel
Company Options
More information about location
Brand advocacy platform
Job no longer available
Brand advocacy platform
21-100 employees
Job no longer available
Company Options
More information about location
21-100 employees
Company mission
To empower brands to grow through the advocacy of the people that love them.
Role
Who you are
- You’ll have a personable, warm and inviting personality - you work well in a team and people generally want to be around you
- A firm eye for commercials - including figuring out how to strike the right balance for the services and support offered to our broad range of customer segments. You will work closely with the sales team in this capacity so it’s key!
- 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
- Excellent verbal and written communication skills (people who mix up your and you’re fill you with rage)
- A natural networker - Creating meaningful working relationships is important to you
- Attentive to detail with strong problem-solving skills
- Able to multitask and prioritise tasks in what is guaranteed to be a constantly changing environment
- Able to work well by yourself and in a team
- Passion for the brands, start-ups and the tech sector - with previous SaaS start-up experience
What the job involves
- Our Head of Customer Success will be the voice of both the end-user and our Brand Partners and use that voice to influence internal stakeholders by promoting a customer-centric mindset across Duel
- Working with Duel’s CEO & Head of Ops to set the Customer Success strategy and Objectives and Key Results (OKRs), and leading the Customer Success team to success in achieving those goals
- 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
- Ensure every Brand Partner is successful with the Duel technology and is happy can’t live without it
- Drive customer outcomes, product adoption and customer experience
- You will spend all day using, deploying and thinking about how the software can best support organic growth for brands - ultimately, through your hands-on approach to the software, you will play one of the most important roles in steering the direction of the Duel product
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Reduce churn and drive new business growth through greater advocacy and reference ability
- Define and optimise the Brand Partner lifecycle by driving initiatives to improve engagement approaches based on collected data and leading a culture of continuous improvement
- Radically build upon our documentation to increase the scalability of our platform & reduce customer support messages
- Create relationships and connect with prospective and current accounts - including CMO level brand builders
- Deliver transformational leadership that creates a highly motivated and engaged team. Being a mentor and a role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the company
- Recruit and develop a high performing team - taking the CS team from 5 to 10 over the next 12 months
- Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
- Drive operational practices to track the performance of teams and individuals
Our take
The Duel Brand Advocacy platform helps brands turn communities of affiliates, creators, and micro-influencers into scalable engines for customer growth and revenue. Founded by adventurer Paul Archer and viral games developer Panagiotis Tsarouchis, Duel aims to shift focus from ad spend to the real driver of brand growth: word-of-mouth.
The platform combines different advocacy tools, such as challenges, user-generated content, referrals, loyalty, affiliates, and surveys, allowing brands to build active audiences. The B Corp-certified company further differentiates itself through its commitment to working with brands that put people and the planet over profit.
Duel has assembled an impressive array of clients, including American Express, Unilever, NEOM Organics and TUI. And with five rounds of funding behind it, the company is well-equipped to grow in this space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Sep 2025
$16m
SERIES A
Aug 2022
$3.3m
SEED
Total funding: $21.7m
Company benefits
- We’re a remote-first company. Following a successfull onboarding, 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
- 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
- Company perks such as gym membership, Headspace, and work-related or personal growth tools are available to all employees!
Company HQ
London, UK
Leadership
Paul Archer
(Co-Founder & CEO)Previously Sales and Marketing Project Manager at Gradintel.com for 1 year and Consultant at Modis International for 7 months .
Naio Tsarouchis
(Co-Founder & CTO)Previously Web Designer & Developer at Afisorama for 2 years and Managing Director at Penguin Education for 4 years.
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