The Role
The Customer Success Manager will maintain relationships with strategic customers, analyze needs, enhance customer satisfaction, and collaborate with teams to improve service usage and performance.
Summary Generated by Built In
Customer Success Manager
📍 London (Hybrid – 2 days in Shoreditch)
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 Outdated systems, clunky tools, endless workarounds - it shouldn’t be this hard.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
• Strong project management skills
• Experience aligning cross-functional teams to customer outcomes
• 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
🪩 Shoreditch office near Liverpool Street + regular team socials
💰 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.
Skills Required
- 5+ years helping enterprise customers maximize value of a software or technology product
- Track record of expanding/growing customer relationships and reducing customer churn
- Experience working at a rapidly scaling startup
- Experience supporting implementation, including pre, during, and post launch activities
- Ability to handle diverse responsibilities and work independently
- Excellent communication skills
- Strong analytical skills to drive decisions
- Strong project management skills
- Experience working in cross-functional teams
- Experience driving customer feedback loop
Am I A Good Fit?
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The Company
What We Do
The complete toolkit for selling travel online. Most of the world’s travel technology was built in a bygone era. Travel companies today need tools that are flexible enough to mould to customer expectations and powerful enough to support a growing business. Layer by layer, piece by piece, we’re rebuilding the infrastructure that underpins the travel industry to bring it into the modern era and usher in a new, effortless travel experience. We’re backed by Benchmark, Blossom, Index Ventures, Kima Ventures, and Y Combinator (S18)
