Senior Customer Success Manager - Remote

Overview

The Senior Customer Success Manager will help customers maximize their experience with Duffel, ensuring satisfaction and success through strong relationship management and support.

In Short

• Own day-to-day relationships with strategic business customers.
• Engage customers to help them utilize Duffel effectively.
• Analyze customer performance and suggest improvements.
• Develop KPIs to monitor performance.
• Champion product needs to influence the roadmap.
• Represent Duffel at events and panels.
• 5+ years in customer success with tech products.
• Proven record of growing customer relationships.
• Experience in fast-growing startups.
• Strong analytical and problem-solving skills.

Requirements

• 5+ years helping enterprise customers with tech products.
• Track record of reducing churn and growing relationships.
• Experience in a fast-paced startup environment.
• Ability to support implementation processes.
• Excellent communication skills.
• Strong analytical mindset.
• Project management experience.
• Experience aligning teams to customer outcomes.
• Ability to influence product and sales strategies.
• Bonus for knowledge of travel tech or AI in customer success.

Benefits

• Work From Anywhere policy.
• Travel allowance for employees.
• Enhanced parental leave.
• Sabbatical options available.
• Office near Liverpool Street with team socials.
• Competitive salary with potential equity.