Customer Success Manager

Duffel; New York (NY); Hybrid; USD 110,000 - 165,000; Full time

Benefits offered by this job

Work From Anywhere

Duffel Travel Allowance

Enhanced parental leave

Sabbatical options

Competitive salary + potential equity

Shared ownership of company

Job summary

Duffel in New York is seeking a Customer Success Manager to own relationships with strategic business customers and drive value.

You will collaborate with Product, Engineering, Finance, Travel Ops to ensure customers are happy and successful, while tracking KPIs and identifying growth opportunities.

Qualifications

• 5+ years helping enterprise customers get value from a software 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 and data-driven decisions.
• Experience with APIs and integrations.
• Experience aligning cross-functional teams, especially engineering and product.
• Experience influencing product roadmap and sales strategy.

Responsibilities

• 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

Skills

Enterprise CSM

Churn reduction

Startup experience

Implementation support

Problem solving

Clear communication

Data-driven

APIs

Cross-functional

Roadmap influence

Tools

CRM tools

Job description

Customer Success Manager

New York, USA

HYBRID - Please note this role requires you to be able to commute twice a week to New York (2 days in the office)

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 Outdated systems, clunky tools, endless workarounds - it shouldn’t be this hard.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
• Experience working with API's
• Experience aligning cross-functional teams, particularly engineering and product
• 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
• 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.