Customer Strategy & Operations Associate

About the role

We're looking for a Customer Strategy & Operations Associate to join our growing Operations team. You'll be a trusted partner to our NP practices, supporting their onboarding, day-to-day success, and ongoing growth on the Duet platform.

Key Responsibilities

• Serve as a primary day-to-day point of contact for a portfolio of NP practices.
• Build warm, trust-based relationships that make practices feel supported and set up for success.
• Guide new practices through the Duet onboarding process, following established workflows and ensuring a smooth, positive launch experience.
• Conduct regular check-ins with practices to track progress, surface concerns, and connect them to the right resources. Keep practices informed and engaged.
• Partner with practices to drive adoption of Duet's platform features and identify opportunities for growth — whether that's expanding their patient panel, activating new services, or deepening engagement with their community.
• Pull and organize practice data to support performance tracking and customer reviews. Assist in preparing materials for practice meetings and business reviews.
• Triage and respond to practice questions and issues, escalating to senior team members when needed. Follow standard procedures to resolve routine problems quickly and accurately.
• Work cross-functionally with Billing, Clinical, and Product teams to route customer needs and close open loops on behalf of practices.
• Apply established templates, tools, and best practices developed by the broader Customer Strategy team to deliver consistent, high-quality customer experiences.

What You Bring

• 1–3 years of experience in a customer-facing role — customer success, account management, client services, or a related field.
• Healthcare or startup experience is a plus.
• Genuine warmth and a service mindset — you get energy from helping people and making their day easier.
• Strong organizational skills and attention to detail; you can manage multiple relationships and follow through reliably.
• Comfort with data and basic analysis — you're at ease in Excel or Google Sheets and can work with reports and dashboards.
• Clear, thoughtful communicator — written and verbal.
• Eagerness to learn in a structured but evolving environment, with guidance from senior teammates.
• High EQ, low ego, and a bias toward action.

Who Will Thrive Here

• People who genuinely enjoy building relationships and being a reliable partner to others.
• Detail-oriented doers who follow through and raise their hand when they need help.
• Folks with a heart for healthcare and curiosity about the business side of primary care.
• This role is hybrid out of NYC.
• The salary range for this role is $90,000-$110,000 per year plus equity.