Customer Success Manager

New York, United States · Remotefull timeRemote

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Duffel Customer Success Manager at Duffel responsible for owning day-to-day relationships with strategic business customers and ensuring they get the most out of Duffel's technology. Collaborate with Product, Engineering, Finance, and Travel Operations teams to drive customer success and influence product roadmap.

Responsibilities

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.
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

Qualification

Experience in a fast-growing startupComfort supporting implementation preExcellent communicationAnalytical mindsetExperience working with API'sWhy you’ll love working here🍼 Enhanced parental leave

Required

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

Preferred

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

Benefits

Equity/RSU
Parental Leave

Company

Duffel

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Source: ashby

Active within the past hour

Remote-friendly

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