Overview

Customer Success at DuffelIf 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 environmentExperience in building, scaling, and leading high-performing customer success teamsExperience 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 renewalsStrong analytical skills: you enjoy digging into data to find insights and drive strategyTrack record of expanding/growing customer relationships and reducing customer churnExperience working in cross-functional teams and continuously delivering feedback to shape roadmaps and influence sales strategyExcellent 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 systemsWhat You Will Do

Develop and own the end-to-end customer success strategyDesign, implement, and optimise scalable processes, playbooks, and systems for customer successEstablish and monitor key customer success KPIs and metricsProvide product and commercial performance reports to improve and grow customer use of Duffel’s solutionsBuild and maintain strong relationships with key customer stakeholders, especially at the executive level, to ensure long-term partnerships and alignment on strategic objectivesChampion customer needs within Duffel to inform our cross org strategies and roadmapsOccasionally attend industry events such as conventions, panels, and forums to grow Duffel brand awarenessWhat 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.Note to Recruitment Agencies

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

#J-18808-Ljbffr