Head of Customer Success

Duffel; London; On-site; GBP 85,000 - 120,000; Full time

Job summary

Join Duffel as the Head of Customer Success, where you will lead the strategy to enhance our customers' use of our travel tech solutions. Your role will involve managing customer relationships, analyzing performance, and collaborating across teams to drive business growth. We seek a candidate with extensive experience in customer success and proven leadership abilities.

Qualifications

• 10+ years in Customer Success, at least 5 in a leadership role.
• Strong analytical skills to drive strategy.
• Track record of reducing customer churn.

Responsibilities

• Develop and own the customer success strategy.
• Design scalable processes and systems for customer success.
• Build strong relationships with customer stakeholders.

Skills

Analytical skills

Communication

Leadership

Job description

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 Head of Customer Success 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 Engineer (CSE). You will collaborate with cross-functional orgs across Duffel including Product, Engineering, Finance, and Travel Operations to ensure a superior customer experience overall.

What We're Looking For In You

• 10+ years of experience in Customer Success, with at least 5 years in a leadership role (Director/Head of CS), preferably in a product-led growth environment
• Experience in building, scaling, and leading high-performing customer success teams
• Experience in overseeing all stages of the customer lifecycle from onboarding and implementation, to ongoing adoption, value realisation, and partnership with sales on upsells and/or renewals
• Strong analytical skills: you enjoy digging into data to find insights and drive strategy
• Track record of expanding/growing customer relationships and reducing customer churn
• Experience working in cross-functional teams and continuously delivering feedback to shape roadmaps and influence sales strategy
• Excellent communication skills, with the ability to express complex business and technology issues in a clear way. Additional European languages are a plus!
  
  
  
  

Bonus: Deep knowledge of travel technology - specifically airline and/or hotel distribution systems

What You Will Do

• Develop and own the end-to-end customer success strategy
• Design, implement, and optimise scalable processes, playbooks, and systems for customer success
• Establish and monitor key customer success KPIs and metrics
• Provide product and commercial performance reports to improve and grow customer use of Duffel’s solutions
• Build and maintain strong relationships with key customer stakeholders, especially at the executive level, to ensure long-term partnerships and alignment on strategic objectives
• Champion customer needs within Duffel to inform our cross org strategies and roadmaps
• 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.

• Please note that AI detection will be used on application questions
  
  
  
  

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.