Head of Customer Success, Duffel
2+ days a week in office
API toolkit for selling flights online
Job no longer available
API toolkit for selling flights online
21-100 employees
Job no longer available
2+ days a week in office
21-100 employees
Company mission
Duffel is on a mission to rebuild the infrastructure that underpins the travel industry to make it accessible for anyone who wishes sell travel.
Role
Who you are
- 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 the job involves
- 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 a cross-functional group across Duffel including Product, Engineering, Finance, and Travel Operations to ensure a superior customer experience overall
- 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
Salary benchmarks
Our take
In the same way that challenger banks have come along to re-invent legacy banking software from the ground up, Duffel is doing the same in the travel market, linking up airlines directly with travel agents with a modern platform.
Duffel's system connects with airlines’ booking channels more extensively than those of incumbent operators, like Amadeus and Sabre, meaning it can facilitate selling not just seats on a plane, but also other products such as speedy boarding, airport transfer and seat selection.
Add-on products make up an increasing part of airline revenues but are mostly sold through airlines' own websites at the moment (whereas bookings are increasingly being made via intermediaries like Skyscanner). Duffel's technology will make it easier for airlines to sell more of these ancillary services, which is what makes its product so attractive to airline customers.
Duffel's main competitor in Europe, Amadeus, has several billions in revenue and over 15,000 employees, so there's a big challenge ahead, but a big prize if the company succeeds in capturing some of that market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Oct 2019
$30m
SERIES B
Jun 2019
$21.5m
SERIES A
Total funding: $56.4m
Company benefits
- Flexible Working. Flexible Working. We work from the office 2 days per week where you'll be trusted to manage your own routine. Work 25 days per year from anywhere in the world upon manager approval
- Paid Sabbatical. 12 weeks fully paid sabbatical after 4 years working at Duffel
- Plenty of holidays. 27 days of annual leave per year + public holidays
- Duffel Credits. A stipend to spend on flights for you and your family (just book it through Duffel's platform!)
- Well-being. Physical and mental well-being support is provided through private healthcare. We also offer transportation schemes via our benefits platform
- Retirement & Pension. Duffel will match a pension contribution up to 5% (based on qualifying earnings)
- Learning & Development. A dedicated company budget to spend on your personal development
- Family Leave. 26 weeks fully paid parental, adoption and/or foster care leave
- Hybrid work from home policy
Company HQ
City of London, London, UK
Leadership
Steve Domin
(CEO)Previously Head of Platform Engineering at GoCardless
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