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- Tasks: Lead customer success strategy and build strong relationships with key stakeholders.
- Company: Join Duffel, a forward-thinking company focused on customer success and innovation.
- Benefits: Own a share of the company, enjoy a supportive environment, and grow personally and professionally.
- Why this job: Make a real impact by enhancing customer experiences and driving strategic growth.
- Qualifications: 10+ years in Customer Success, with leadership experience and strong analytical skills.
- Other info: Diverse team culture that values your unique contributions and ideas.
The predicted salary is between 80000 - 100000 ÂŁ per year.
If you have a passion for managing strategic customer relationships then this may be the role for you. Duffel is hiring a Head of Customer Success to maximise our customers’ use of Duffel’s technology. You will analyse customer performance, uncover growth opportunities, and lead executive business reviews while partnering closely with Customer Success Managers (CSMs) and Customer Success Engineers (CSEs) - operating as a hands‑on leader who actively supports complex customer engagements when required. You will collaborate with cross‑functional orgs across Duffel including Product, Engineering, Finance, and Travel Operations to ensure a superior customer experience overall.
What we’re looking for in you:
- 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.
What you will do:
- 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.
What you can expect from us:
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. That’s why everyone who joins Duffel owns a share of the company.
We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that’s why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things so we welcome applications for everyone – regardless of age, sex, disability, sexual orientation, race, religion or belief.
Head of Customer Success employer: Duffel
Contact Detail:
Duffel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at Duffel. A friendly chat can sometimes lead to a referral, which is golden when it comes to landing that interview.
✨Tip Number 2
Prepare for the interview by researching Duffel inside and out. Understand their products, values, and recent news. This will not only impress them but also help you tailor your answers to show how you can contribute to their success.
✨Tip Number 3
Showcase your leadership skills during the interview. Share specific examples of how you've built and led successful teams in the past. They want to see that you can inspire and drive results, so don’t hold back!
✨Tip Number 4
Follow up after your interview with a thank-you note. It’s a simple gesture that shows your appreciation and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate your enthusiasm for the role!
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Success role. Highlight your experience in managing strategic customer relationships and leading high-performing teams, as these are key aspects Duffel is looking for.
Showcase Your Analytical Skills: Since strong analytical skills are a must-have, don’t shy away from sharing specific examples where you've used data to drive strategy or improve customer success. This will show us that you can dig into the numbers and find insights.
Communicate Clearly: Your communication skills should shine through in your written application. Use clear and concise language to express your thoughts, especially when discussing complex business and technology issues. We want to see how well you can articulate your ideas!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the Duffel team!
How to prepare for a job interview at Duffel
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics and KPIs. Be ready to discuss how you've used data to drive strategy in your previous roles. This shows you understand the importance of analytics in maximising customer relationships.
✨Showcase Your Leadership Experience
Prepare examples that highlight your leadership skills, especially in building and scaling high-performing teams. Discuss specific challenges you've faced and how you overcame them, as this will demonstrate your hands-on approach and ability to lead complex customer engagements.
✨Understand Duffel's Technology
Familiarise yourself with Duffel’s technology and how it benefits customers. Being able to articulate how you can enhance customer use of their solutions will set you apart. It shows you're not just interested in the role but also in the company’s mission.
✨Prepare for Cross-Functional Collaboration
Think about your experiences working with cross-functional teams. Be ready to share how you've collaborated with different departments to improve customer success. This is crucial for the role, so demonstrating your ability to communicate complex issues clearly will be a big plus.