Customer Strategy & Operations Associate

Duet•New York, NY

12d•$90,000 - $110,000•Hybrid

About The Position

Duet empowers Nurse Practitioners (NPs) to tackle the primary care crisis by leading their own practices, closing the gap in access while keeping care local. We're a well-funded seed-stage company led by experienced entrepreneurs and Nurse Practitioners, and backed by investors like Lerer Hippeau and Kairos. We're building a vertically integrated platform to help NP practices thrive as independent businesses. From patient engagement to revenue forecasting, from care delivery to community building, our solutions are driven by data and designed to let NPs focus on what matters most: caring for their communities. 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. This is a relationship-first role — you'll be the friendly, reliable face that practices turn to with questions, challenges, and wins. You'll work closely with senior members of the team, learning our playbooks and applying them to help practices thrive. This is a great fit for someone early in their career who is energized by working directly with customers, has strong attention to detail, and wants to grow inside a fast-paced healthcare startup.

Requirements

1–3 years of experience in a customer-facing role — customer success, account management, client services, or a related field.
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

Nice To Haves

Healthcare or startup experience is a plus.
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
Early-career professionals who want to grow inside a mission-driven team

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.