Customer Success Manager

The role

You will own day-to-day relationships with strategic business customers. You will help customers get the most out of Duffel by analyzing performance and influencing the product roadmap.

What you will do

• Own day-to-day relationships with strategic business customers
• Keep customers engaged and help them get the most out of Duffel
• Analyse customer performance and suggest new features or upgrades
• Develop KPIs and monitor business and technical performance
• Champion your portfolio's product needs to influence our roadmap
• Occasionally represent Duffel at events, panels, and forums

Required qualifications

• 5+ years helping enterprise customers get value from a software or tech product
• Proven track record of growing customer relationships and reducing churn
• Experience in a fast-growing startup
• Comfort supporting implementation pre, during, and post-launch
• Strong problem-solving and independent judgment
• Excellent communication, translating complex tech and business issues clearly
• Analytical mindset, you enjoy digging into data to drive decisions
• Experience working with API's
• Experience aligning cross-functional teams, particularly engineering and product

Nice to have

• Deep knowledge of travel tech (airline or hotel distribution)
• Experience using AI or automation to scale customer success
• Previous work with customer support or operations teams

Benefits

• Work From Anywhere
• Duffel Travel Allowance
• Enhanced parental leave
• Sabbatical options
• Competitive salary
• Potential equity

About the company

Duffel is rebuilding the infrastructure that powers the travel industry. It is a London team backed by Benchmark, Blossom, Index Ventures, and Kima Ventures.