Customer Success Manager

Role Overview

We’re looking for a Customer Success Manager 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.

What You Will Do

Own day-to-day relationships with strategic business customers, keep customers engaged, analyse customer performance, develop KPIs, and champion your portfolio’s product needs to influence our roadmap.

Why It Might Be a Fit

We’re looking for someone with 5+ years of experience helping enterprise customers get value from a software or tech product, a proven track record of growing customer relationships and reducing churn, and experience in a fast-growing startup.

Requirements

• 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
• Analytical mindset, you enjoy digging into data to drive decisions
• Experience working with API’s
• Experience aligning cross-functional teams, particularly engineering and product
• Experience influencing product roadmap and sales strategy

Benefits

• Work From Anywhere
• Duffel Travel Allowance
• Enhanced parental leave
• Sabbatical options
• Competitive salary + potential equity