Customer Success

2 months ago

New York, United States Duet Full time

To apply: Please reach out and send a copy of your resume to apply@joinduet.com

About us:

Our mission is to empower Nurse Practitioner-led practices to tackle the primary care crisis. Were enabling NPs to build thriving practices in their communities, closing the gap in access for underserved populations while keeping primary care independent and local. We're a well funded seed-stage company backed by top VCs like Lerer Hippeau and led by experienced startup operators and Nurse Practitioners.

Were building products and services for small providers to succeed in a time of corporate consolidation. The Duet platform simplifies launching, growing, and optimizing an independent, NP-led practice. Think of workflows to engage patients, streamline operations, transact with insurers, and bolster performance based on in-depth practice analytics. These solutions are all aimed at growing practice profitability and community impact while harnessing data across hundreds of thousands of patients.

About the role:

As a key member of the Customer Success team, you will serve as the primary account manager for primary care practices within our network. You will be responsible for managing and nurturing relationships with these practices, acting as their main point of contact, and ensuring their successful adoption and utilization of our products and services.

Your primary focus will be on managing ongoing customer relationships, identifying and addressing practice challenges, and guiding practices toward successful outcomes. In this role, you will also work closely with internal teams to align service offerings with customer needs and ensure seamless communication between the practices and our broader organization.

Key Responsibilities:

  • Account Management: Serve as the dedicated relationship manager for assigned practices, building strong partnerships and ensuring alignment with their business objectives and priorities.
  • Practice Performance & Transformation Support: Develop, implement, and manage customized practice transformation plans to enhance operational efficiency, financial outcomes, and clinical performance.
  • Customer Success: Foster trust with practice leadership, guiding them through challenges and opportunities, and driving successful outcomes through collaboration and clear communication.
  • Internal Coordination: Lead cross-functional collaboration between the practice and internal teams (finance, IT, billing, clinical) to ensure seamless service delivery and resolve any issues.
  • Performance Analytics & Insights: Analyze client performance data, identify trends, and provide actionable insights to drive improvements in patient care, revenue cycle management, and overall business performance.

Qualifications

  • Bachelors degree in any field and at least five years of experience in healthcare
  • Extensive experience in account management or customer success, particularly within healthcare, primary care practice management, or operations
  • Strong project management skills with the ability to manage multiple priorities
  • Excellent communication skills and the ability to work collaboratively in a dynamic and diverse environment
  • Experience with data analysis and proficiency in Excel

Who will excel in this role:

  • Individuals who thrive in a dynamic, fast-paced work environment
  • Someone with experience in a startup environment - you love working in gray areas and can build structure as you go
  • Those with a passion for health and are dedicated to improvement of patient care and access to primary care
  • Team players who understand the importance of collaboration and teamwork
  • An adaptable profession who is comfortable sharing best practices with authority and confidence

To apply: Please reach out and send a copy of your resume to apply@joinduet.com

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