[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Duffel is a company focused on revolutionizing the travel industry by simplifying and enhancing the booking process. They are seeking a Senior Customer Success Manager to manage customer relationships, ensure satisfaction, and collaborate with various teams to optimize customer experiences and drive product improvements.ResponsibilitiesOwn day-to-day relationships with strategic business customersKeep customers engaged and help them get the most out of DuffelAnalyse customer performance and suggest new features or upgradesDevelop KPIs and monitor business and technical performanceChampion your portfolio’s product needs to influence our roadmapOccasionally represent Duffel at events, panels, and forumsSkills5+ years helping enterprise customers get value from a software or tech productProven track record of growing customer relationships and reducing churnExperience in a fast-growing startupComfort supporting implementation pre, during, and post-launchStrong problem-solving and independent judgmentExcellent communication, translating complex tech and business issues clearlyAnalytical mindset, you enjoy digging into data to drive decisionsStrong project management skillsExperience aligning cross-functional teams to customer outcomesExperience influencing product roadmap and sales strategyDeep knowledge of travel tech (airline or hotel distribution)Experience using AI or automation to scale customer successPrevious work with customer support or operations teamsBenefitsWork From Anywhere – change your scenery without changing your jobDuffel Travel Allowance – because working in travel should come with travel perksEnhanced parental leaveSabbatical options – proper time to rechargeShoreditch office near Liverpool Street + regular team socialsCompetitive salary + potential equityCompany OverviewDuffel is a travel tech company that offers API to sell travel. It was founded in 2017, and is headquartered in London, England, GBR, with a workforce of 51-200 employees. Its website is http://www.duffelhq.com.