1 month ago Be among the first 25 applicants

Create the future of travel with us

Whether it’s to visit the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is an essential part of our lives. Yet we've all experienced the aches and pains of getting to our destination. Today, more than 4 billion airline passengers rely on technology that hasn't kept up with the expectations of the modern connected traveller.

Create the future of travel with us

Whether it’s to visit the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is an essential part of our lives. Yet we've all experienced the aches and pains of getting to our destination. Today, more than 4 billion airline passengers rely on technology that hasn't kept up with the expectations of the modern connected traveller.

That’s why we’ve started to rebuild the infrastructure that underpins the travel industry. We’re on a mission to unravel travel — simplifying systems and building the tools that will make the future of travel effortless.

We were part of Y Combinator S18's cohort and we are backed by Benchmark, Blossom, Index Ventures and Kima Ventures. A fantastic set of investors that has helped build some of the world's largest companies.

Our team in London is growing and we’re looking for talented people to join us on our journey.

Customer Success at Duffel

If you have a passion for managing strategic customer relationships then this may be the role for you. 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 cross-functional orgs across Duffel including Product, Engineering, Finance, and Travel Operations to ensure a superior customer experience overall.

What We're Looking For In You

• 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!
  
  
  
  

• 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
  
  
  
  

• Please note that AI detection will be used on application questions
  
  
  
  

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitality, Food and Beverage Services, and Retail

Referrals increase your chances of interviewing at Duffel by 2x

Sign in to set job alerts for “Head of Customer Success” roles.

London, England, United Kingdom 4 days ago

Greater London, England, United Kingdom 1 week ago

Greater London, England, United Kingdom 1 month ago

Greater London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 day ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 month ago

Director, Customer Success, Identity-R-254118

London, England, United Kingdom 1 day ago

Head of Customer Services, ICIS (Hybrid)

London, England, United Kingdom 1 month ago

London, England, United Kingdom 1 week ago

Head of Client Success at Retail Insights

London, England, United Kingdom 5 months ago

Head of Client Success at Retail Insights

London, England, United Kingdom 1 month ago

London, England, United Kingdom 1 week ago

Head of Client Success at Insurtech Insights

London, England, United Kingdom 5 months ago

Client Success Senior Director (12 Month FTC)

Head of Customer Success – Crypto Payments

London, England, United Kingdom 5 months ago

Head of Client Success at Private Equity Insights

London, England, United Kingdom 5 months ago

London, England, United Kingdom 2 months ago

London, England, United Kingdom 5 months ago

Head of Growth & Client Partnerships - UK

London, England, United Kingdom 3 weeks ago

Greater London, England, United Kingdom 56 minutes ago

Client Success Senior Director (Marketing Effectiveness - 12 Month FTC)

London, England, United Kingdom 1 week ago

Greater London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.