---
title: 'Senior Customer Success Manager at Duffel'
canonical: 'https://feeny.ai/job/senior-customer-success-manager-duffel-new-york-kgwqr210r1e1'
type: 'job'
last_seen: '2026-09-11'
---

# Senior Customer Success Manager at Duffel

- **Company:** Duffel
- **Location:** New York, NY
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-06-25
- **Last confirmed live:** 2026-09-11
- **Apply:** https://jobs.ashbyhq.com/duffel/e41b1ec8-51fc-4244-ad5c-2d17c20658b9/application

**Skills:** Customer Relationship Management, Data Analysis, Project Management, KPI Development, Product Roadmap Influence, Travel Tech, Airline Distribution, Hotel Distribution, AI, Automation

> The Senior Customer Success Manager owns relationships with strategic enterprise customers, driving engagement, identifying growth opportunities, and influencing product roadmap. This role involves analyzing performance, suggesting upgrades, and collaborating with cross-functional teams to ensure customer success an...

## Job description

Customer Success Manager 📍 New York, USA Please note this role requires you to be able to commute twice a week to New York. Duffel Create the future of travel with us. Whether it’s visiting loved ones, starting an adventure, or a career-defining business trip, travel matters. And yet, anyone who’s booked a flight knows how painful it can be. Outdated systems, clunky tools, endless workarounds - it shouldn’t be this hard. At Duffel, we’re on a mission to unravel travel. We’re rebuilding the infrastructure that powers the travel industry, making it simple, fast, and delightful. Backed by Benchmark, Blossom, Index Ventures, and Kima Ventures, we’re a London team growing fast - and looking for people who want to make a real impact.

## About the role

We’re looking for a Senior Customer Success Manager (CSM) 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. You’ll work closely with Product, Engineering, Finance, and Travel Operations teams to ensure our customers are happy, successful, and inspired by Duffel.

## What you’ll do

- 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

## What we’re looking for

- 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

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

## Why you’ll love working here

🏡 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

Everyone who joins Duffel owns a share of the company. We believe in full ownership, pride in your work, and a culture where your voice matters.

We’re an equal opportunities employer - we hire for skill and potential, not background. If you can solve problems, build amazing things, and want to help shape the future of travel, we want you here.

## About Duffel

## Company Overview
- **One-liner**: Duffel provides easy-to-use APIs and software tools that allow any business to shop, book, and manage flights, hotel stays, and travel extras without the complexity of legacy travel infrastructure.
- **Entity Type**: Private (VC-backed; Series B)
- **Headquarters**: London, United Kingdom
- **Founded**: 2017
- **Founders**: Not publicly available (CEO is Steve Domin)

## Core Business
- **Primary Industries**: Travel technology, SaaS / API infrastructure
- **Target Customers**: B2B – startups, challenger banks, spend management platforms, and large enterprises that want to sell travel online
- **Mission / Purpose**: "To make travel effortless" by rebuilding the software layer that underpins the global travel industry [duffel.com/about-us](https://duffel.com/about-us)

## Products & Services
- **Flights API**: Complete flight shopping, booking, order management, and ancillaries (seats, bags) with access to global airline content via Duffel’s own accreditation and ticketing authority.
- **Stays API**: Earn commission on over 1 million properties worldwide; build hotel shopping experiences with rich content and loyalty benefits.
- **Ancillaries Component**: Pre-built UI for seat selection and baggage (and more) that can be dropped into any web or mobile experience.
- **Loyalty & Payments**: Features to offer loyalty programme perks and integrated payment flows.
- **Front-end Components**: Customisable, ready-made shopping interfaces (e.g., autocomplete flight search) for rapid integration.

All products are delivered as RESTful APIs with client libraries in Node.js, Python, and Ruby, plus comprehensive documentation and user guides [duffel.com](https://duffel.com/).

## Market Standing
- **Valuation**: Not disclosed
- **Key Metric**: Total funding – **$56.3M** raised across four rounds:
  - Seed (Aug 2018): $4.8M led by Blossom Capital
  - Series A (Jun 2019): $21.5M led by Benchmark
  - Series B (Oct 2019): $30M led by Index Ventures
  - An earlier $125K seed round (Sep 2018) also noted [linkedin.com](https://uk.linkedin.com/company/duffelhq)
- **Estimated Annual Revenue**: $1.4M (private company estimate, per LinkedIn data)
- **Notable Investors/Partners**: Benchmark, Index Ventures, Blossom Capital, Y Combinator (S18), Kima Ventures; partners include some of the world’s leading airlines.
- **Growth Signals**:
  - Headcount of ~41 employees (+16.1% YoY)
  - Active hiring in Engineering, Customer Success, and Partnerships (12 open positions as of mid-2026)
  - Operating in 5 countries (UK, US, Spain, South Africa, Denmark)
  - New product launches (Ancillaries component, Stays API, loyalty features) [linkedin.com](https://uk.linkedin.com/company/duffelhq)

## Competitive Advantages
- **Proprietary accreditation & ticketing authority** – enables direct access to global airline content without each customer needing their own license.
- **Developer-first approach** – modern, well-documented APIs with client libraries in multiple languages and pre-built UI components.
- **Full-stack travel platform** – covers flights, stays, ancillaries, and payments in a single integration.
- **Focus on rewriting legacy infrastructure** – removes the archaic software hurdles that have historically blocked new entrants from selling travel.

## Strategic Focus
- Deepen the product suite (rooms, ancillaries, loyalty) to become the single API layer for all travel.
- Expand into verticals like challenger banks and spend management (e.g., “Duffel for Spend Management”).
- Scale partnerships with more airlines and property providers globally.
- Continue hiring engineers and customer success teams to support enterprise clients and geographic expansion.

## Why Work Here
- **Hybrid & Flexible**: Office two days per week in London; 60 days per year work from anywhere globally.
- **Time Off & Leave**: 27 days annual leave plus public holidays; 26 weeks fully paid parental/adoption leave; 12-week sabbatical after 4 years.
- **Compensation & Equity**: Competitive base salary reviewed annually, stock options, pension match up to 5%.
- **Perks**: Duffel Travel Allowance (stipend to spend on flights), private healthcare, learning & development budget, up to 4 study days per year, paid volunteering day.
- **Engineering Culture**: Modern stack (Node.js, Python, Ruby, APIs), focus on AI and backend roles. Team alumni from Monzo, Deliveroo, GoCardless, and Paddle.
- **Interview Process**: Online application → recruiter call → first interview → final-stage interviews (typically a half-day on Zoom) [duffel.com/careers](https://duffel.com/careers).

## Sources
1. [duffel.com/about-us](https://duffel.com/about-us)
2. [duffel.com/careers](https://duffel.com/careers)
3. [duffel.com](https://duffel.com/)
4. [linkedin.com/company/duffelhq](https://uk.linkedin.com/company/duffelhq)
5. [jobs.lever.co/duffel](https://jobs.lever.co/duffel)

## Other roles at Duffel

- [Partner Engineer](https://feeny.ai/job/partner-engineer-duffel-new-york-439k2r3jxrwb) — New York, NY
- [Product Manager - Flights](https://feeny.ai/job/product-manager-flights-duffel-london-ddv5rf4zk3j9) — London, United Kingdom
- [Technical Support Engineer (API)](https://feeny.ai/job/technical-support-engineer-api-duffel-new-york-2mwk52q4vw48) — New York, NY
- [Finance Assistant & AP - FTC](https://feeny.ai/job/finance-assistant-ap-ftc-duffel-london-0t56mzzep828) — London, United Kingdom
- [Product Manager - Payments](https://feeny.ai/job/product-manager-payments-duffel-london-dc49bcsrb1pk) — London, United Kingdom
- [Software Engineer  (Backend)](https://feeny.ai/job/software-engineer-backend-duffel-london-jsmzrzwag0yp) — London, United Kingdom
- [Senior AI Engineer (Backend)](https://feeny.ai/job/senior-ai-engineer-backend-duffel-london-wanqw5vej5yd) — London, United Kingdom
- [Travel Support Consultant, US](https://feeny.ai/job/travel-support-consultant-us-duffel-united-states-vxbpdej2d02p) — United States
- [Senior Customer Success Engineer - API](https://feeny.ai/job/senior-customer-success-engineer-api-duffel-london-hhtwep1gxxjd) — London, United Kingdom
- [Travel Support Consultant, London](https://feeny.ai/job/travel-support-consultant-london-duffel-london-h7pqzfj7d4n1) — London, United Kingdom