Product Support Specialist

Duffel

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 Outdated systems, clunky tools, endless workarounds - it shouldn’t be this hard.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. 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 • 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.

Airtable

Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done. Since our EMEA launch in 2022, Airtable has established a strong regional footprint. From our new EMEA headquarters at Borough Yards in London to our growing teams across France and Germany, we're bringing Airtable closer to our customers and deepening our commitment to their success.  As we continue to scale, we are highly invested in what matters most - our people. We believe great products are built by great people, which is why we're looking for exceptional talent to help shape the future of Airtable. Airtable's Ask an Expert function works directly with customers via live calls to assess, restructure, and optimize how they've built on the platform. Sometimes that means resolving architectural limitations in a customer's current environment. Sometimes it means showing them what's possible with capabilities they haven't discovered yet, from AI and automations to interfaces and integrations. We meet customers where they are and help them take the next step. WHAT YOU'LL DO * Conduct customer calls to diagnose structural and architectural issues in how customers have built their Airtable environments. You'll assess data modeling, linked record strategy, automation design, interface configuration, and identify where the architecture is limiting the customer's outcomes. * Restructure and rebuild. You won't just advise, you'll get into the base and demonstrate better alternatives. Optimization at Airtable means reshaping how a customer's environment is built so it scales, performs, and unlocks capabilities they couldn't access before. * Frame every recommendation around business impact. Customers need to understand why a restructured base matters to their workflow, not just what changed. You connect architectural decisions to the outcomes their team cares about. * Identify opportunities to expand how customers use the platform, including automation workflows, interfaces for different user personas, and AI capabilities where they add value to the restructured environment. * Surface patterns in which customers consistently outgrow their initial architecture and feed that signal back to product, engineering, and the broader support organization. * Stay current on platform evolution, particularly around AI capabilities, automation architecture, and integration patterns, so your recommendations reflect what the platform can do today. WHO YOU ARE * You're a builder with an optimization mindset. You look at a messy database and see the clean architecture underneath it. You understand relational data modeling and can restructure a customer's environment with purpose, not just tidiness. * You've worked in a consultative, customer-facing technical role in B2B SaaS, whether that's solutions consulting, technical support, customer engineering, or similar. You're comfortable leading a call, diagnosing a problem live, and walking a customer through the fix. * You use AI in your own work to accelerate research, prototype solutions, and move faster through unfamiliar problems. * You're a clear communicator who can adjust their explanations to a non-technical or a highly technical stakeholder on why their single-table design is limiting them and what linked records would unlock, without making them feel like they built it wrong. * You're naturally curious about how people build things and why they make the choices they do. You ask good questions before you start recommending changes. * You have experience with relational databases, automation logic, and workflow design. Familiarity with APIs, webhooks, and scripting is a plus. WHAT WE OFFER  We believe great work starts with feeling supported - that’s why we’ve built a benefits package designed to help you thrive both inside and outside of work. * Travel: £7,500 annual allowance to cover your commute * Healthcare: Top-tier private medical, dental, and vision covered through AXA, with heavily subsidised plans available for dependants. * Family planning: Up to £7,200 per year through Carrot to support your path to parenthood, plus a minimum of 16 weeks fully paid maternity or paternity leave. * Childcare: Save up to 42% per child annually through our Workplace Nursery salary sacrifice scheme. * Pension & protection: 9% company pension contribution * Health & wellness: £150 every month to spend on whatever helps you feel your best, from fitness and mindfulness to hobbies and self-care. * Free lunch: Enjoy a varied, catered lunch every day you're in the office. * Home office: £750 one-off allowance to create a workspace that works for you. * Time off: 25 days annual leave, plus 4 company-wide Recharge Days, and additional time off between Christmas and New Year as part of our Winter Break. * Give back: 5 paid Volunteer Days each year to support causes you care about, individually or with your team. At Airtable, we embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds, experiences, abilities, and perspectives. We strive for Airtable to be a pleasant and supportive place to work, and to attract and retain a diverse team of talented people.  We take great pride in holding everyone accountable for treating each other with dignity and respect.  Airtable is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process, please complete our Accommodations Request Form and let us know how we may assist you. Please see our Privacy Notice for details regarding Airtable’s collection and use of personal data relating to the application and recruitment process by clicking here. For applicants that live in or have a link to Australia, please see this Privacy Collection Statement for details regarding Airtable's collection and use of personal data relating to the application and recruitment process. 🔒 Stay Safe from Job Scams All official Airtable communication will come from an @airtable.com email address. We will never ask you to share sensitive information or purchase equipment during the hiring process. If in doubt, contact us at hr@airtable.com. Learn more about avoiding job scams here.

Ledgy

At Ledgy, we’re on a mission to make Europe a powerhouse of entrepreneurship by building a modern, tech-driven equity management and financial reporting platform for private and public companies. In 2026, we aim to be the leading provider for European IPOs and reporting for share-based payments. We are a value-based company with a core focus on being humble, transparent, ambitious and impactful, all in order to delivery the best experience for our customers and end users. We are proud to partner with some of the world’s leading investors. New Enterprise Associates led our $22m Series B round in 2022, with Philip Chopin joining Sequoia’s Luciana Lixandru on our board. We were founded in Switzerland in 2017 and today we operate globally from offices in Zurich and London. We encourage diversity and are an international team coming from 26 different countries and speaking 25 different languages.   Why this role matters: Ledgy is transforming its customer motion to lay the foundation for hyper growth over the next 12 months. We hit >65% growth last year and are on track to reach 100% in 2026. Onboarding is the moment we turn a signed deal into a delighted, expanding customer - and this role will own it end-to-end. For context, our NRR is >110% and we believe doubling down on our Implementation team/process etc. will drive this north of 120%. You'll own Ledgy's entire onboarding experience across every tier, from self-serve and AI-led journeys through to white-glove enterprise migrations and lead the small, talented and AI-first team that delivers them. At the same time, you'll scale our newest revenue engine: Advanced Services, a paid offering that offers our customers the chance to outsource core elements of equity plan admin to Ledgy. It has the potential to become one of the biggest upsell drivers in the company. You'll combine three things that rarely sit in one person: the project management rigour to run complex enterprise onboardings, the data and AI fluency to automate the rest, and the customer-facing presence to lead C-suite stakeholders with confidence. If you want to build a function from the ground up at a fast-scaling company, this is it. The best of it all, you get to work with the who is who in Europe and later in 2026, also the US. We already support the most valuable companies in Europe across 9 countries. Your Growth Journey Months 1-2: Ramp up and take the reins * Become fluent in equity management concepts, Ledgy's product, and the realities of cap table and share plan migrations * Get to know the two Implementation Specialists who'll report to you, and understand how onboarding works today across each tier * Get hands-on with the AI tooling at your disposal: we recently ran our first end-to-end AI onboarding carving a path to reducing data migration from weeks to a single day * Map the current onboarding process across self-serve, AI-led, and white-glove tiers, and form a point of view on what "great" looks like for each Months 3-6: Own the process and lead the team * Take full ownership of the onboarding process across all tiers: define the playbooks, milestones, and time-to-first-value targets. * Become a player-coach and set the standard for the Implementation Specialist team, holding the bar on quality and customer experience * Run true enterprise onboardings yourself - migrations involving 10,000+ employees, multiple client stakeholder teams, and demanding go-live deadlines * Scale Advanced Services: build the delivery model, cost-monitoring, and resourcing needed to grow it sustainably Months 6-12: Build the engine and expand your impact * Turn Advanced Services into a repeatable, scalable program and a meaningful upsell revenue driver, with clear ownership and capacity to grow * Demonstrate measurable improvements to onboarding across every tier, leveraging data and AI to compress time-to-value and reduce cost-to-serve on lower tiers * Grow the team thoughtfully as volume increases: hiring, onboarding, and developing Implementation Specialists * Partner with Sales to refine handoffs and ensure seamless transitions from prospect to customer, and with Strategic CSMs to set accounts up for expansion * Build automated reporting and dashboards to track onboarding health and success rates across customer segments * Feed onboarding patterns and customer insights back into product, and build a knowledge base that powers self-serve and AI-led onboarding at scale What we're looking for This role sits at the intersection of three skillsets. You don't need to be world-class at all three on day one, but you should be in at least two and hungry to grow the third. Project management & structured delivery * Demonstrable project management experience: consulting, professional services, systems implementation, or a comparable background running complex, multi-stakeholder projects to deadline * Confident managing large client stakeholder teams and delivering enterprise projects ahead of schedule * Comfortable in a fast-paced environment with high context switching Data, systems & AI * Data literate: comfortable working in spreadsheets with large volumes of sensitive data * Experience with systems implementation and solving organisation-to-system integration problems (e.g. Workday, payroll, HRIS, or equity platforms) * Demonstrable aptitude with, or strong appetite to master, AI tools such as Claude Cowork to automate manual work Customer-facing leadership * Confident leading customer calls with C-suite stakeholders * Excellent communication skills and a tailored, specialist-led approach to customer relationships * People leadership experience, or clear readiness to lead and coach a team for the first time And across all of it * Equity / share plans experience is a strong advantage * A builder mentality: you want to own and improve Ledgy's onboarding process and stand up Advanced Services as a function, not just run what exists * A collaborative approach: comfortable working closely with Customer Success, Sales, and cross-functional teams to deliver better outcomes for our customers