Senior Customer Success Manager, Duffel
+ Equity
2 days a week in office (Shoreditch, London)
API toolkit for selling flights online
Open for applications
API toolkit for selling flights online
21-100 employees
Open for applications
+ Equity
2 days a week in office (Shoreditch, London)
21-100 employees
Company mission
To rebuild the infrastructure that underpins the travel industry to make it accessible for anyone who wishes sell travel.
Role
Who you are
- 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
- Strong project management skills
- Experience aligning cross-functional teams to customer outcomes
- Experience influencing product roadmap and sales strategy
Desirable
- 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
What the job involves
- We’re looking for a Customer Success Manager (CSM) to help our customers get the most out of Duffel
- You’ll work closely with Product, Engineering, Finance, and Travel Operations teams to ensure our customers are happy, successful, and inspired by 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
- 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
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. 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.
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 & Founder)Previously Head of Platform Engineering at GoCardless
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