Implementation & Onboarding Lead

Implementation & Onboarding Lead

Hybrid: New York City, 3 Days in office (Manhattan)

Salary Range: $140,000 - $150,000

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 philosophy for building brilliant retail brands. It was founded by world record-breaking adventurer and former brand ambassador Paul Archer, alongside viral games developer Naio Tsarouchis.

We exist to show that companies built for advocacy can change the world. We believe there’s a better way to build businesses, and we seek to prove that caring for people over short-term sales builds Brand, which in turn yields long-term and exponential profit returns thanks to the advocacy it drives.

The Duel Brand Advocacy Solution allows enterprise brands to do just that, scaling how they manage their relationships with thousands of advocates, customers, creators and brand ambassadors. We’re proud today that 60 brands such as Abercrombie & Fitch, Charlotte Tilbury, Spanx, Victoria’s Secret, LUSH and Elemis (to name a few, but not to name some household names that we can’t talk about… yet) are doing just that. The Duel team comprises psychologists, brand experts and community builders, combining cutting-edge brand expertise with seasoned SaaS experience.

The Role

We’re looking for an Implementation & Onboarding Lead to join our growing team.

At Duel, we’re evolving our approach to customer onboarding, moving toward a premium, white-glove experience that ensures every client feels supported, confident, and set up for long-term success from day one.

To bring this vision to life, we’re investing in our Implementation function, and we’re looking for a strategic, hands-on Implementation Lead to take charge.

In this role, you’ll be the driving force behind our onboarding experience, working cross-functionally with Sales, Customer Success, and Product teams to ensure new clients transition smoothly and get immediate value from our platform. You’ll define processes, refine playbooks, and raise the bar on what a world-class onboarding experience should look like.

This is more than just project management, it’s about championing client success from the very first interaction, building trust, and laying the foundation for long-term partnerships. If you thrive in fast-paced environments, love turning complex processes into delightful experiences, and are excited about scaling high-impact programs, we’d love to hear from you.

We’re looking for someone who will…

• Lead and grow a talented implementation team, making sure every client launch feels effortless, on-brand, and impactful.
  

• Personally support high-profile or complex customers through their onboarding journey to ensure strong adoption and long-term success.
  

• Make the first 90 days post-sale 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 hands-on and light-touch approaches.
  

• Audit our current processes, and shadow the team to understand what’s working and what’s 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 white glove service and efficient systems; help us scale without losing our personalised touch.
  

• Be hands-on where needed, but always thinking a few steps ahead; lifting others up along the way.

• Help shape different onboarding journeys for different types of customers, whether they need high-touch support or are ready to self-serve.
  

• Create tools and materials that make handoffs between teams smoother and more effective.
  

We’d love to hear from you if…

• You’ve led enterprise SaaS implementations and know how to keep customers and internal teams aligned.
  

• You’re process-savvy 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.
  

• You’re data-literate and use onboarding metrics to drive smart decisions.
  

• You handle tough situations with grace balancing diplomacy and directness when needed.
  

• You’ve onboarded enterprise clients and know what a great post-sale experience looks like.

• 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.
  

• You’ve built onboarding processes from scratch in a fast-moving, early-stage environment
  

The Dueligan Culture

• We want to build a remarkable company with remarkable people and a remarkable culture that you will want to shout from the rooftops about. Advocacy is our north star, both for our customers and our employees.

• A High Trust, Tight Ship, full of Utterly Lovely & Bloody Brilliant People doing their Best Work Together

• We value trust and freedom above all else. Yet this must be combined with deep ownership, execution, and clear, candid communication. If this is not how you are at Duel, or you break that trust, you will not be around for long.

• Dualigans combined are the largest shareholders in Duel. We take that concept of ownership seriously.

In-person and remote working balance...

We do much of our best work as a team together in the office, which is why we are only hiring people within a commutable distance of our London or New York offices. However, we also know that we do our best work alone at home, and we all need to be able to balance work with life, childcare commitments, and other responsibilities. The office philosophy is hybrid, where you're encouraged to be in the office a few days a week, namely when your team will be there.

However, the name of the game with everything we do is freedom and flexibility. So you do, as long as it's not at the expense of others.

Duel Perks and Package

We have a growing benefits package, including;

• Flexible working hours - if you need to fit around childcare or life, we understand.

• Generous Official holidays, but we trust you to take what you need: 25 PTO Days + 11 Statutory Holidays + End-of-year break (3-4 additional days depending on dates)

• Options scheme for all full-time employees - it’s important to us that everyone shares in what we build.

• US Healthcare Options

• 401K Match Plan

• Company MacBook

• $350 WFH Set-Up

• Headspace Contributions

• Personal Development budget and support

• 2 additional days leave for volunteering