Senior Customer Success Manager

About the Role: Duffel is on a mission to unravel travel by rebuilding the infrastructure that powers the travel industry. We are looking for a Senior Customer Success Manager to help our customers get the most out of Duffel. You will own relationships, spot growth opportunities, and ensure our technology works seamlessly alongside our Engineers and Product Specialists.

What You'll Do

• Own day-to-day relationships with strategic business customers, keeping them engaged and maximizing their Duffel usage.
• Analyze 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.
• Align cross-functional teams to customer outcomes and support implementations pre, during, and post-launch.

What You Bring

• 5+ years of experience helping enterprise customers get value from a software or tech product.
• Proven track record of growing customer relationships and reducing churn in a fast-growing startup.
• Strong problem-solving, independent judgment, and project management skills.
• Analytical mindset with the ability to dig into data to drive decisions.
• Bonus: Deep knowledge of travel tech, experience using AI for customer success, or previous work in support/operations.

Benefits

• Competitive salary plus potential equity in the company.
• Duffel Travel Allowance to enjoy the perks of working in the travel industry.
• Enhanced parental leave and sabbatical options to recharge properly.
• Work From Anywhere flexibility with a remote-first setup (aligned to EST business hours).