Senior Associate, Customer Support

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 Tribe Capital, Commerce Ventures, Liquid2 Ventures, Basecamp Fund, Soma Capital, YCombinator, 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.

As a Senior Associate, Customer Success at Duplo, you will play a strategic role in driving customer adoption, satisfaction, and revenue expansion. You will own key customer relationships, lead high-impact initiatives, and serve as the trusted advisor to some of our most important clients. You will also act as a force multiplier, mentoring junior team members and contributing to team-wide success strategies.

Your mission is to ensure that Duplo customers not only achieve their desired outcomes but also become Duplo advocates. You will be at the centre of driving customer adoption, retention, and expansion. You will also champion the voice of the customers within Duplo.

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.
  
  


• 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.
  
  


• 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.
  
  


• 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.

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.

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.