Customer Success Manager

🕒 January 28

🏢🏡 London – Hybrid

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Duffel

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🚗 Transport

🔌 API

☁️ SaaS

💰 $30M Series B on 2019-10

Transport • API • SaaS

Duffel is a company that simplifies the process of selling travel services. It offers a comprehensive platform for businesses of all sizes to shop, book, and manage flights, accommodations, and travel extras. By leveraging advanced technology, Duffel provides an intuitive experience for both businesses and their customers, with features such as instant search results, loyalty program integration, and comprehensive order management. The company also provides a wide array of customizable APIs and extensive documentation to integrate their travel solutions seamlessly with other platforms. Duffel caters to various use cases, including challenger banks and spend management solutions, helping businesses capture and control travel-related expenses effectively.

📋 Description

• Own the day to day relationship with an assigned group of Duffel’s strategic business customers • Communicate proactively with customers to keep them engaged and maximise the use of our services and solutions • Analyse customers’ needs and suggest upgrades or additional features to meet their requirements • Provide product and commercial performance reports to improve and grow customer use of Duffel’s solutions • Develop KPIs with each partner to measure and analyse business and technical performance and grow our utility to the partner • Champion your portfolio’s product needs within Duffel to inform our technology strategy and roadmap • Occasionally attend industry events such as conventions, panels, and forums to grow Duffel brand awareness

🎯 Requirements

• 5+ years helping enterprise customers maximise the value of a software or technology product • Track record of expanding/growing customer relationships and reducing customer churn • Experience working at a rapidly scaling startup • Experience supporting implementation, including pre, during and post launch activities • Track record of expeditiously answering and solving product related questions • The ability to handle diverse responsibilities and work independently to achieve desired results; have sound judgment and business acumen. • Excellent communication skills, with ability to express complex business and technology issues in a clear way. • Strong analytical skills: you enjoy digging into data to find insights and drive decisions • Strong project management skills • Experience working in cross-functional teams and aligning resources to customer outcomes • Experience driving customer feedback loop to shape product roadmap and influence sales strategy • Excellent written and verbal communication skills in English. Additional European languages are a plus!

🏖️ Benefits

• We’re dedicated to your personal growth • comfortable environment • everyone's work ownership