Head of Customer Success

Create the future of travel with us

Whether it’s to visit the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is an essential part of our lives. Yet we've all experienced the aches and pains of getting to our destination. Today, more than 4 billion airline passengers rely on technology that hasn't kept up with the expectations of the modern connected traveller.

That’s why we’ve started to rebuild the infrastructure that underpins the travel industry. We’re on a mission to unravel travel — simplifying systems and building the tools that will make the future of travel effortless.

We were part of Y Combinator S18's cohort and we are backed by Benchmark, Blossom, Index Ventures and Kima Ventures. A fantastic set of investors that has helped build some of the world's largest companies.

Customer Success at Duffel

If you have a passion for managing strategic customer relationships then this may be the role for you. Duffel is hiring a Head of Customer Success to maximise our customers’ use of Duffel’s technology. You will analyse customer performance, uncover growth opportunities, and lead executive business reviews while partnering closely with Customer Success Managers (CSM's) and Customer Success Engineers (CSE's) - operating as a hands-on leader who actively supports complex customer engagements when required. You will collaborate with cross-functional orgs across Duffel including Product, Engineering, Finance, and Travel Operations to ensure a superior customer experience overall.

What you'll do

• Shape and grow Duffel's Customer Success function, establishing the processes, ways of working and team structure that support our next stage of growth.

• Lead, coach and develop a team of Customer Success Managers across London and New York.

• Design and embed scalable processes, playbooks and operating rhythms that help the team deliver an exceptional customer experience.

• Be a player-coach, supporting your team through executive customer conversations, complex escalations, at-risk accounts and key business reviews when needed.

• Partner closely with Product, Sales and Engineering to bring the voice of the customer into product and commercial decisions.

• Use customer insights and performance data to improve adoption, retention and long-term customer value.

• Travel regularly to meet customers and colleagues, including trips to the US (around 30% travel).

What we're looking for

• Extensive experience in Customer Success, including leading and developing Customer Success teams.

• Experience building and scaling a Customer Success function in a growing business.

• A people-first leader who enjoys coaching others and creating an environment where teams can do their best work.

• A player-coach who is comfortable stepping into strategic customer conversations, escalations and cross-functional initiatives when needed.

• Experience building trusted relationships with senior customer stakeholders and navigating complex, partnership-led relationships.

• Strong commercial awareness, with a track record of improving customer adoption, retention and long-term value.

• Comfortable using data and customer insights to inform decisions and continuously improve how the team operates.

• Someone who builds strong partnerships across Product, Sales and Engineering.

• Experience in travel is a plus, but we're equally interested in leaders from payments, fintech or other partnership-led businesses where long-term customer relationships are central to success.

Some benefits include:
🏡 Work From Anywhere 60 days of the year
🏝️ Duffel Travel Allowance
🍼 Paternity & Maternity Match
🧘‍♂️ Sabbatical leave
💰 Competitive salary + equity

We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that’s why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things so we welcome applications for everyone – regardless of age, sex, disability, sexual orientation, race, religion or belief.

*Please note that AI detection will be used on application questions

Note to recruitment agencies

Duffel does not accept speculative CV's from external parties. Any unsolicited CV's sent to us will be treated as property of Duffel, and any attached terms and conditions associated with these CV's will be null and void.