Senior Customer Success Manager

Customer Success Manager 📍 New York, USA This 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. Duffel Create the future of travel with us. Whether it’s visiting loved ones, starting an adventure, or a career-defining business trip, travel matters. And yet, anyone who’s booked a flight knows how painful it can be. Outdated systems, clunky tools, endless workarounds - it shouldn’t be this hard. At Duffel, we’re on a mission to unravel travel. We’re rebuilding the infrastructure that powers the travel industry, making it simple, fast, and delightful. Backed by Benchmark, Blossom, Index Ventures, and Kima Ventures, we’re a London team growing fast - and looking for people who want to make a real impact. About the role We’re looking for a Customer Success Manager (CSM) to help our customers get the most out of Duffel. You’ll own relationships, spot growth opportunities, and make sure our technology truly works for them, alongside Customer Success Engineers and Product Support Specialists. You’ll work closely with Product, Engineering, Finance, and Travel Operations teams to ensure our customers are happy, successful, and inspired by Duffel. What you’ll 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 portfolio’s product needs to influence our roadmap • Occasionally represent Duffel at events, panels, and forums What we’re 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 you’ll love working here 🏡 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 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. We’re 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.