[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Duffel is a company focused on revolutionizing the travel industry by simplifying and enhancing the booking process. They are seeking a Senior Customer Success Manager to manage customer relationships, ensure satisfaction, and collaborate with various teams to optimize customer experiences and drive product improvements.

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

Skills

• 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
• 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 – change your scenery without changing your job
• Duffel Travel Allowance – because working in travel should come with travel perks
• Enhanced parental leave
• Sabbatical options – proper time to recharge
• Shoreditch office near Liverpool Street + regular team socials
• Competitive salary + potential equity

Company Overview