Senior Customer Success Manager
duffelColumbia, MO
Senior Customer Success Manager
duffelColumbia, MOSenior L5
Customer Service RepresentativesTravel AgentsReservation and Transportation Ticket Agents and Travel Clerks
APPLY NOW (opens in a new tab)Customer Success Manager đ New York, USAThis role is remote, with working hours aligned to Eastern Standard Time (EST) in the United States. Candidates should be able to work primarily within EST business hours to support our customers and partners. DuffelCreate the future of travel with us. Whether itâs visiting loved ones, starting an adventure, or a career-defining business trip, travel matters. And yet, anyone whoâs booked a flight knows how painful it can be. Outdated systems, clunky tools, endless workarounds - it shouldnât be this hard. At Duffel, weâre on a mission to unravel travel. Weâre rebuilding the infrastructure that powers the travel industry, making it simple, fast, and delightful. Backed by Benchmark, Blossom, Index Ventures, and Kima Ventures, weâre a London team growing fast - and looking for people who want to make a real impact.
About the role:
Weâre looking for a Customer Success Manager (CSM) to help our customers get the most out of Duffel. Youâll own relationships, spot growth opportunities, and make sure our technology truly works for them, alongside Customer Success Engineers and Product Support Specialists. Youâll work closely with Product, Engineering, Finance, and Travel Operations teams to ensure our customers are happy, successful, and inspired by Duffel.
What youâll do:
- 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 portfolioâs product needs to influence our roadmap
- Occasionally represent Duffel at events, panels, and forums
What weâre looking for:
- 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
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
Why youâll love working here:
đĄ Work From Anywhere â change your scenery without changing your jobđŠď¸ Duffel Travel Allowance â because working in travel should come with travel perksđź Enhanced parental leaveđ§ Sabbatical options â proper time to recharge𪊠Shoreditch office near Liverpool Street + regular team socialsđ° 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. Weâre 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.
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Level
Senior L5
Location
Columbia, MO
Occupation
Customer Service Representatives
Industry
Software Publishers
Posted
today