Senior Customer Success Manager

Duffel

Senior Customer Success Manager managing enterprise customer relationships and enhancing product usage at Duffel. Collaborating with cross-functional teams in a fast-paced environment.

Posted 6/25/2026full-timeNew York City • New York • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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
Competitive salary + potential equity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

APIKPI developmentdata analysis

Soft Skills

relationship managementcustomer engagementproblem-solvingindependent judgmentcommunicationanalytical mindsetcross-functional collaborationinfluencing