Senior Customer Success Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Manage daily interactions with key business clients.

• Engage customers and assist them in maximizing their experience with Duffel.

• Evaluate customer performance and propose new features or enhancements.

• Establish KPIs and track both business and technical performance.

• Advocate for the product needs of your portfolio to shape our development roadmap.

• Occasionally represent Duffel at various events, panels, and forums.

⛳️ Requirements

• Over 5 years of experience in helping enterprise clients derive value from software or technology products.

• Demonstrated success in fostering customer relationships and minimizing churn.

• Background in a rapidly growing startup environment.

• Proficient in supporting implementation before, during, and after launch.

• Strong analytical and independent problem-solving skills.

• Excellent communication abilities, with the skill to clearly explain complex technology and business issues.

• Analytical mindset, with a passion for analyzing data to inform decisions.

• Proven project management capabilities.

• Experience in aligning cross-functional teams with customer-focused outcomes.

• Background in influencing product roadmaps and sales strategies.

🏝️ Benefits

• Work From Anywhere – enjoy changing your environment without altering your job.

• Duffel Travel Allowance – because working in the travel industry should include travel benefits.

• Enhanced parental leave.

• Sabbatical options – allowing for meaningful time to recharge.

• Shoreditch office located near Liverpool Street, accompanied by regular team social events.

• Competitive salary with potential equity opportunities.