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!

Bonus: Deep knowledge of travel technology - specifically airline and/or hotel distribution systems

What You Will Do

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

What You Can Expect From Us
We’re dedicated to your personal growth. Our environment is comfortable physically, but also in that our ears are always open to any ideas, concerns and questions. We believe that everyone should have pride in their work, taking full ownership of it and its impact. That’s why everyone who joins Duffel owns a share of the company.

We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that’s why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things so we welcome applications for everyone – regardless of age, sex, disability, sexual orientation, race, religion or belief.

Please note that AI detection will be used on application questions

Note to recruitment agencies

Duffel does not accept speculative CV's from external parties. Any unsolicited CV's sent to us will be treated as property of Duffel, and any attached terms and conditions associated with these CV's will be null and void.

Duffel

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Head of Customer Success