Senior Customer Success Manager

🕒 May 11

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Duffel

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🔌 API

🤝 B2B

☁️ SaaS

💰 $30M Series B - Duffel on 2019-10

API • B2B • SaaS

Duffel is a technology platform that enables businesses to sell and manage travel products through a developer-first API. The company provides tools and accreditation to access global airline content, book and manage flights, offer ancillaries (seats, baggage), and distribute hotel stays, with SDKs, documentation, and prebuilt components for rapid integration. Duffel targets other businesses—startups, challenger banks, spend-management platforms, and enterprises—that want to embed travel booking and revenue streams into their own products.

📋 Description

• 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 • Strong project management skills • Experience aligning cross-functional teams to customer outcomes • Experience influencing product roadmap and sales strategy

🏖️ 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