Senior Customer Success Manager

Duffel
New York
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Problem-solving","Independent judgment","Communication","Analytical mindset","Cross-functional collaboration"]

Own relationships with strategic enterprise customers, helping them get the most value from Duffel and stay engaged over time. Analyze customer performance to recommend features, KPIs, and improvements, and champion customer product needs to influence the roadmap. Work cross-functionally with Product, Engineering, Finance, and Travel Operations, providing support across implementation pre-, during, and post-launch, and represent Duffel at events occasionally.

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Duffel
Duffel
1 month ago

Senior Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Own relationships with strategic enterprise customers, helping them get the most value from Duffel and stay engaged over time. Analyze customer performance to recommend features, KPIs, and improvements, and champion customer product needs to influence the roadmap. Work cross-functionally with Product, Engineering, Finance, and Travel Operations, providing support across implementation pre-, during, and post-launch, and represent Duffel at events occasionally.
Location: New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Own day-to-day relationships with strategic business customers and keep them engaged.
  • •Analyze customer performance and suggest features, upgrades, and improvements.
  • •Develop KPIs and monitor business and technical performance.
  • •Champion your portfolio’s product needs to influence the product roadmap.
  • •Occasionally represent Duffel at events, panels, and forums.

Pay and Benefits

Equity and Bonus:Equity
Perks:Remote WorkTravel AllowanceParental LeaveSabbatical

Key Requirements

  • •5+ years helping enterprise customers get value from a software or tech product.
  • •Proven record of growing customer relationships and reducing churn.
  • •Experience working with API’s and supporting implementation pre-, during, and post-launch.
  • •Comfort in a fast-growing startup environment and aligning cross-functional teams (engineering and product).
  • •Strong problem-solving, independent judgment, and the ability to communicate clearly while analyzing performance data.
Experience:Enterprise SaaSFast-growing startupTravel tech
Skills:Problem-solvingIndependent judgmentCommunicationAnalytical mindsetCross-functional collaboration
Tech Stack:APIsKPIs

Company Brief

Duffel
Provides a developer-first platform and API for booking flights and travel inventory, enabling businesses to search, book, and manage airline content through a single integration.
Industry: API Platforms
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: London, United Kingdom
Founded: 2016
Website