Customer Success Manager

Duffel

8d•Hybrid

About The Position

Duffel is seeking a Customer Success Manager to help customers get the most out of its travel technology. The role owns customer relationships, identifies growth opportunities, and works alongside Customer Success Engineers and Product Support Specialists to ensure Duffel’s technology meets customer needs. The Customer Success Manager collaborates with Product, Engineering, Finance, and Travel Operations to support customer success and satisfaction. The position is hybrid in New York, with commuting to the office twice per week.

Requirements

At least 5 years of experience helping enterprise customers get value from a software or technology product.
A proven track record of growing customer relationships and reducing churn.
Experience in a fast-growing startup.
Comfort supporting implementation before, during, and after launch.
Strong problem-solving skills and independent judgment.
Excellent communication skills, including the ability to explain complex technical and business issues clearly.
An analytical mindset and interest in using data to drive decisions.
Experience working with APIs.
Experience aligning cross-functional teams, particularly Engineering and Product.
Experience influencing product roadmaps and sales strategy.

Nice To Haves

Deep knowledge of travel technology, including airline or hotel distribution.
Experience using AI or automation to scale customer success.
Previous work with customer support or operations teams.

Responsibilities

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