Senior Customer Success Manager

About the role

We’re looking for a Senior 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.

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

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
• Experience working with API's
• Experience aligning cross-functional teams, particularly engineering and product
• Experience influencing product roadmap and sales strategy

Qualifications

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

Skills

• Strong interpersonal and communication skills
• Ability to work independently and manage multiple priorities
• Experience with CRM tools and analytics
• Knowledge of travel industry trends and technologies

Benefits

• Duffel Travel Allowance – because working in travel should come with travel perks
• Enhanced parental leave
• Sabbatical options – proper time to recharge

Pay

Competitive salary + potential equity

Schedule

Work From Anywhere – change your scenery without changing your job

Why you’ll love working here

• 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
• Motivating salary + potential equity
• Culture where your voice matters
• Equal opportunities employer