Key skills
AIProject ManagementCommunicationCustomer SuccessSales
About this role
Role Overview
- 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
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
- Strong project management skills
- Experience aligning cross-functional teams to customer outcomes
- Experience influencing product roadmap and sales strategy
- Bonus points if you have:
- 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
Benefits
- Work From Anywhere – change your scenery without changing your job
- Duffel Travel Allowance – because working in travel should come with travel perks
- Enhanced parental leave
- Sabbatical options – proper time to recharge
- Shoreditch office near Liverpool Street + regular team socials
- Competitive salary + potential equity