Head of Customer Success

Overview

We’re on a mission to unravel travel — simplifying systems and building the tools that will make the future of travel effortless. Our London team is growing, and we’re looking for talented people to join us on our journey. 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.Customer Success at DuffelWhat 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 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 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 solutionsBuild 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 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, and 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. 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, and recruitment decisions are based on experience and skills. We welcome applications from everyone regardless of age, sex, disability, sexual orientation, race, religion or ..... full job details .....