Manager, Customer Success & Strategy

Duet — Manager, Customer Strategy & Success

About us:
Duet empowers Nurse Practitioners (NPs) to tackle the primary care crisis by leading their own practices, closing the gap in access while keeping care local. We're a well-funded seed-stage company led by experienced entrepreneurs and Nurse Practitioners, and backed by investors like Lerer Hippeau and Kairos.

We’re building a vertically integrated platform to help NP practices thrive as independent businesses. From patient engagement to revenue forecasting, from care delivery to community building, our solutions are driven by data and designed to let NPs focus on what matters most: caring for their communities.

About the role:
We’re looking for a passionate, people-first Customer Success Manager to join our growing Operations team. You’ll be the go-to partner for our NP practices, leading onboarding, supporting ongoing growth, and ensuring each practice maximizes the value of the Duet platform during the customer lifecycle.

Equal parts relationship-builder, trusted advisor, analytics guru, and strategic operator, you'll guide practices through transformation and help them achieve clinical, financial, and operational success. This role is perfect for someone who thrives in fast-paced, early-stage environments, enjoys wearing many hats, and knows how to keep a smile while driving outcomes.

Key Responsibilities:

• Customer Onboarding & Partnership: Be the face of Duet to new practices, guiding them through implementation and acting as their long-term strategic partner.

• Practice Enablement & Growth: Understand each practice’s goals and pain points, delivering tailored strategies that improve performance, grow patient panels, and unlock platform value.

• Insight Generation: Dive into practice data to surface trends and opportunities. Use your analytical chops to tell a story and drive smarter decision-making.

• Cross-functional Collaboration: Act as the voice of the customer, collaborating closely with Product, Billing, Clinical, and Engineering to advocate for customer needs and improve internal processes.

• Customer Advocacy & Retention: Own practice happiness. Track NPS, drive renewals, and spark referrals by delivering consistent value and building authentic relationships.

• Scalability & Best Practices: Partner with the Head of Customer Ops to build the playbook—developing templates, tools, and rituals that help us scale Customer Success with heart and efficiency.
  

What you bring:

• 3–5+ years in a client-facing Customer Success, Account Management, or Implementation role—ideally in a startup, healthcare, or SaaS environment

• A proven ability to build trust quickly and manage relationships with warmth and clarity

• Strong analytical skills—you’re comfortable in Excel/Sheets and not afraid of digging into data to find the story

• Experience working in small or early-stage companies where agility, ambiguity, and experimentation were part of the day-to-day

• Bonus points for experience in primary care, value-based care, or tools like EHRs and billing systems

• Excellent communication and project management skills

• High EQ, low ego, and a bias toward action
  

Who will thrive here:

• Thoughtful relationship-builders who get energy from helping others succeed

• Operational doers who love structure but can flex when the playbook’s still being written

• Folks with a heart for healthcare and a head for business

• Self-starters who love learning, growing, and wearing multiple hats

• People who bring joy, humility, and hustle to their work

This role is hybrid out of NYC.