Senior Customer Success Manager

Duffel

6d • Remote

About The Position

We’re looking for a Customer Success Manager (CSM) to help our customers get the most out of Duffel. You’ll own relationships, spot growth opportunities, and make sure our technology truly works for them, alongside Customer Success Engineers and Product Support Specialists. You’ll work closely with Product, Engineering, Finance, and Travel Operations teams to ensure our customers are happy, successful, and inspired by Duffel.

Requirements

• 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
• Strong project management skills
• Experience aligning cross-functional teams to customer outcomes
• Experience influencing product roadmap and sales strategy

Nice To Haves

• 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

Responsibilities

• 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

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed