Duffel
Senior Customer Success Manager
Part remote, part office, you need to live within commuting distance of a named location.
Hybrid · New York, United States
Employer listed it 3 months ago · Found 3h ago
Been open since 3 months ago. Long-running listings are sometimes left up after the role is filled.
Salary
Not stated
Location
Hybrid · New York, United States
Timezone
US East
Contract
Full-time
Experience
Senior
Category
Customer Support
This employer didn't state pay. Jobs like this usually pay around $120k–$170k a year, a typical range taken from 119 senior-level customer support roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Hybrid
This role is only partly remote, the employer expects time in the office around New York, United States, Hybrid, so you need to live within commuting distance.
What the employer says
- Source listing states candidate location: "New York, United States, Hybrid"
- Listing mentions "Hybrid"
What Nomaders makes of it
- Not suitable if you plan to move between countries
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
Customer Success Manager
📍 New York, USA
Please note this role requires you to be able to commute twice a week to New York.
Duffel
Create 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 Outdated systems, clunky tools, endless workarounds - it shouldn’t be this hard.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 role
We’re looking for a Senior 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 do
• Own day-to-day relationships with strategic business customers
• Keep customers engaged and help them get the most out of Duffel
• Analyse customer performance and suggest new features or upgrades
• Develop KPIs and monitor business and technical performance
• Champion your portfolio’s product needs to influence our roadmap
• Occasionally represent Duffel at events, panels, and forums
What we’re looking for
• 5+ years helping enterprise customers get value from a software or tech product
• Proven track record of growing customer relationships and reducing churn
• Experience in a fast-growing startup
• Comfort supporting implementation pre, during, and post-launch
• Strong problem-solving and independent judgment
• Excellent communication, translating complex tech and business issues clearly
Requirements
- ·• Deep knowledge of travel tech (airline or hotel distribution)
- ·• Experience using AI or automation to scale customer success
- ·• Previous work with customer support or operations teams
- ·Why you’ll love working here
- ·🏡 Work From Anywhere – change your scenery without changing your job
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, hybrid, matches where you plan to live and work.
- 2Tailor your CV to the role at Duffel, mentioning your remote working experience and working hours (US East).
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 3h ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
Other open customer support roles with comparable remote rules.
Free to apply, no account needed.
Typically $120k to $170k per year · You'll be taken to the employer's careers page.