Remote Senior Customer Success Manager

Customer Success Manager New York, USAThis role is remote, with working hours aligned to Eastern Standard Time (EST) in the United States. Candidates should be able to work primarily within EST business hours to support our customers and partners.DuffelCreate 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 Outdated systems, clunky tools, endless workarounds - it shouldn't be this hard.At Duffel, we're on a mission to unravel travel.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 roleWe'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 doOwn 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 forumsWhat we're looking for5+ 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 strategyBonus points if you have:Deep knowledge of travel tech (airline or hotel distribution)Experience using AI or automation to scale customer successPrevious work with customer support or operations teamsWhy you'll love working hereWork 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 equityEveryone 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.