Duffel
Senior Customer Success Manager (London)
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Senior Customer Success Manager (London)
Customer Success Manager
📍 London (Hybrid – 2 days in Shoreditch)
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 Outdated systems, clunky tools, endless workarounds - it shouldn’t be this hard.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 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.
Reasons to use Rodeo
I’m in my final year doing Economics and I don’t know whether to apply for grad schemes now or do a masters first. What do you think?
Honest answer — it depends on where you want to end up. A lot of top grad schemes (Big 4, civil service, banking) don’t need a masters. Let’s look at the ones you’d be competitive for now, and we can decide if a masters actually adds anything.
Also worth knowing: most autumn 2026 applications are open now. Timing matters more than you think.
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Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
Graduate Consultant — 2026 Scheme
Why you're a good match
StrongYour economics background and your summer at a regional bank line up with what PwC looks for on the consulting scheme. Applications close in four weeks.
See breakdownIt searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Why you're a good match
You’ve got the grades and the economics background, and your bank internship is exactly the experience this scheme looks for. Apply soon — deadlines close within the month.
Experience fit
Your summer at the bank plus your econometrics coursework map directly to the day-one responsibilities on this scheme — client modelling, market briefings, and deal support.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
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
• Strong project management skills
• Experience aligning cross-functional teams to customer outcomes
Get help with your application
Your very own career expert that helps elevate your application to the next level.
• 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
🪩 Shoreditch office near Liverpool Street + regular team socials
💰 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.
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