Customer Success Manager

Duffel; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A travel technology company in London is looking for a Customer Success Manager to enhance customer relationships and maximize satisfaction with Duffel's solutions. The ideal candidate will have 5+ years of experience managing enterprise customers, strong communication skills, and analytical prowess for driving decisions. This role offers opportunities for professional growth in a welcoming environment where every employee shares in the company's success.

Benefits

Shares in the company

Development and growth opportunities

Open communication environment

Qualifications

• 5+ years helping enterprise customers maximise software or technology value.
• Track record of expanding customer relationships and reducing churn.
• Experience at a rapidly scaling startup.

Responsibilities

• Own relationships with strategic business customers.
• Communicate proactively with customers to maximise service usage.
• Analyse needs and suggest upgrades to meet requirements.

Skills

Customer relationship management

Analytical skills

Communication skills

Project management

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Create the future of travel with us

Whether it's to visit the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is an essential part of our lives. Yet we've all experienced the aches and pains of getting to our destination. Today, more than 4 billion airline passengers rely on technology that hasn't kept up with the expectations of the modern connected traveller.

That's why we've started to rebuild the infrastructure that underpins the travel industry. We're on a mission to unravel travel - simplifying systems and building the tools that will make the future of travel effortless.

We were part of Y Combinator S18's cohort and we are backed by Benchmark, Blossom, Index Ventures and Kima Ventures. A fantastic set of investors that has helped build some of the world's largest companies.

Our team in London is growing and we're looking for talented people to join us on our journey.

Customer Success at Duffel

If you have a passion for managing strategic customer relationships then this may be the role for you. Duffel is hiring a Customer Success Manager (CSM) to maximise our customers' use of Duffel's technology. You will analyse customer performance, find mutual growth opportunities, conduct business reviews, and manage customer satisfaction alongside a technically focused Customer Success Engineers and Product Support Specialists. You will collaborate with a cross‑functional group across Duffel including Product, Engineering, Finance, and Travel Operations to ensure a superior customer experience overall.

What we're looking for in you

• 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 implemenation, 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!

Bonus:

• Deep knowledge of travel technology - specifically airline and/or hotel distribution systems
• Exprience leveraging AI automation to increase efficency in customer portfolio management
• Experience working with customer support and operations teams

What you will do

• 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

What you can expect from us

We're dedicated to your personal growth. Our environment is comfortable physically, but also in that our ears are always open to any ideas, concerns and questions. We believe that everyone should have pride in their work, taking full ownership of it and its impact. That's why everyone who joins Duffel owns a share of the company.

We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that's why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things so we welcome applications for everyone - regardless of age, sex, disability, sexual orientation, race, religion or belief.

Note to recruitment agencies

Duffel does not accept speculative CV's from external parties. Any unsolicited CV's sent to us will be treated as property of Duffel, and any attached terms and conditions associated with these CV's will be null and void.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.