Senior Customer Success Manager

Role Summary

Customer Success Manager

📍 New York, USA

Please note this role requires you to be able to commute twice a week to New York.

Duffel

Create the future of travel with us.

Whether it’s visiting loved ones, starting an adventure, or a career-defining business trip, travel matters. And yet, anyone who’s booked a flight knows how painful it can be. Outdated systems, clunky tools, endless workarounds - it shouldn’t be this hard.

At Duffel, we’re on a mission to unravel travel. We’re rebuilding the infrastructure that powers the travel industry, making it simple, fast, and delightful. Backed by Benchmark, Blossom, Index Ventures, and Kima Ventures, we’re a London team growing fast - and looking for people who want to make a real impact.

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.

You’ll work closely with Product, Engineering, Finance, and Travel Operations teams to ensure our customers are happy, successful, and inspired by Duffel.

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

Bonus points if you 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 – 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
• 💰 Competitive salary + potential equity
• Everyone who joins Duffel owns a share of the company. We believe in full ownership, pride in your work, and a culture where your voice matters.
• We’re an equal opportunities employer - we hire for skill and potential, not background. If you can solve problems, build amazing things, and want to help shape the future of travel, we want you here.

About the Company

WHY JOIN DUFFEL?

We’re a growth-focused team that values open communication, diverse perspectives, and true ownership. We want you to feel empowered in your role, which is why every permanent employee becomes a company shareholder.

🌍 Live Your Best Life

🔋 Level Up & Give Back

🛡️ The Essentials, Upgraded

WE ARE AN EQUAL OPPORTUNITIES EMPLOYER. WE BELIEVE THAT THE KEY TO OUR SUCCESS IS EMPLOYING A DIVERSE TEAM, THAT'S WHY RECRUITMENT DECISIONS ARE ONLY BASED ON YOUR EXPERIENCE AND SKILLS. WE VALUE YOUR ABILITY TO PROBLEM SOLVE AND BUILD AMAZING THINGS SO WE WELCOME APPLICATIONS FOR EVERYONE - REGARDLESS OF AGE, SEX, DISABILITY, SEXUAL ORIENTATION, RACE, RELIGION OR BELIEF.

NOTE TO RECRUITMENT AGENCIES DUFFEL DOES NOT ACCEPT SPECULATIVE CV'S FROM EXTERNAL PARTIES. ANY UNSOLICITED CV'S SENT TO US WILL BE TREATED AS PROPERTY OF DUFFEL, AND ANY ATTACHED TERMS AND CONDITIONS ASSOCIATED WITH THESE CV'S WILL BE NULL AND VOID.

Duffel Travel Allowance: We subsidise your wanderlust.

Work From Anywhere (60 days): Your office, your rules.

Sabbaticals: Long-term loyalty, long-term breaks.

Flexible Bank Holidays: Swap holidays to suit your schedule.

Study Days: Get paid to learn.

Volunteering Day: One day a year to save the world.

Electric Car & Cycle Schemes: Eco-friendly rides, tax-free prices.

Family Leave (maternity, paternity and adoption): Big support for life’s biggest moments, 26 weeks fully paid.

Pensions & Loans: Future-proofing and interest-free commuting.