Senior Associate, Customer Success Job at 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 Position: Senior Associate, Customer Success
Job 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.
• 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.
• 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.
• 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.