Head of Customer Success

Duffel

Head of Customer Success at Duffel managing customer relationships, ensuring adoption of their technology. Leading a team to support client needs while collaborating with cross-functional teams to enhance services.

Posted 7/21/2026full-timeLondon • 🇬🇧 United KingdomLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in Customer Success leadership, focusing on building and scaling teams while enhancing customer adoption, retention, and long-term value through data-driven insights and strong partnerships across Product, Sales, and Engineering.

Highest-signal resume keywords

Customer Success LeadershipTeam DevelopmentData-Driven Decision MakingCross-Functional CollaborationCommercial Awareness

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

CoachingRelationship BuildingPlayer-Coach MindsetStrategic Communication

Industry Keywords

Customer SuccessCustomer ExperienceAdoptionRetentionPartnership-Led RelationshipsFintechPayments

About the role

Key responsibilities & impact

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).

Requirements

What you’ll need

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.

Benefits

Comp & perks

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