Customer Success Manager driving scalable customer adoption and success for deployable SW, F5 Distributed Cloud solutions and increasing NGINX support. Role requires technical acumen with excellent communication skills.
About the role
- Head of Customer Success leading strategic customer relationships at Duffel, maximizing technology use and improving customer experience across functions.
Responsibilities
- Develop and own the end-to-end customer success strategy.
- Design, implement, and optimise scalable processes, playbooks, and systems for customer success.
- Establish and monitor key customer success KPIs and metrics.
- Provide product and commercial performance reports to improve and grow customer use of Duffel’s solutions.
- Build and maintain strong relationships with key customer stakeholders, especially at the executive level, to ensure long-term partnerships and alignment on strategic objectives.
- Champion customer needs within Duffel to inform our cross org strategies and roadmaps.
- Occasionally attend industry events such as conventions, panels, and forums to grow Duffel brand awareness.
Requirements
- 10+ years of experience in Customer Success, with at least 5 years in a leadership role (Director/Head of CS), preferably in a product-led growth environment.
- Experience in building, scaling, and leading high-performing customer success teams.
- Experience in overseeing all stages of the customer lifecycle from onboarding and implementation, to ongoing adoption, value realisation, and partnership with sales on upsells and/or renewals.
- Strong analytical skills: you enjoy digging into data to find insights and drive strategy.
- Track record of expanding/growing customer relationships and reducing customer churn.
- Experience working in cross-functional teams and continuously delivering feedback to shape roadmaps and influence sales strategy.
- Excellent communication skills, with the ability to express complex business and technology issues in a clear way. Additional European languages are a plus!
- Bonus: Experience operating within travel and other regulated industries (e.g., financial services), with an understanding of compliance-driven environments.
Benefits
- We’re dedicated to your personal growth.
- Our environment is comfortable physically, but also in that our ears are always open to any ideas, concerns and questions.
- We believe that everyone should have pride in their work, taking full ownership of it and its impact.
- Everyone who joins Duffel owns a share of the company.
- We are an equal opportunities employer.
- Recruitment decisions are only based on your experience and skills.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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