Head of Customer Success

Job description

Location: Remote About Searadar Searadar is a European yacht charter marketplace that helps sailors find and book sailing yachts and catamarans across 20+ destinations. We are a team of 50+ people working remotely from 10+ countries. TrustPilot 4.9/5, 70%+ repeated clients. About the Role Searadar is looking for an experienced Head of Customer Success to lead and develop our Customer Success function. This role is ideal for someone with a strong background in the travel industry who understands premium customer service, operational excellence, and customer retention. Tasks Responsibilities: Lead, manage, and develop the Customer Success team. Coordinate the department's day-to-day operations, projects, and priorities. Build and continuously improve customer service standards, workflows, and internal processes. Handle escalations, complex customer cases, and claims management. Drive customer retention and increase the number of returning customers. Monitor and improve customer satisfaction metrics and customer feedback. Analyze customer journey performance and identify opportunities for improvement. Develop onboarding, training, and knowledge-sharing processes for Customer Success team members. Set team goals, KPIs, and performance expectations. Conduct performance reviews and support employee development. Participate in hiring, onboarding, and offboarding processes within the department. Collaborate closely with Sales, Product, Marketing, Operations, and Leadership teams. Initiate and lead cross-functional projects aimed at improving customer experience and operational efficiency. Analyze team performance, operational metrics, and customer feedback to drive data-informed decisions. Ensure consistent delivery of high-quality service across all customer touchpoints. Success Metrics Customer Satisfaction (CSAT) Customer Retention Rate Repeat Customer Rate Customer Feedback Scores SLA Compliance Team Performance & Productivity Process Improvement Initiatives Delivered Requirements Requirements 3+ years of experience in Customer Success, Customer Experience, Operations, or Service Management. Previous leadership experience managing customer-facing teams. Strong background in the travel industry, hospitality, yachting, luxury travel, OTA, tour operator, or related sectors. Proven experience improving customer satisfaction, retention, and service quality metrics. Strong problem-solving and decision-making skills. Experience handling escalations and complex customer situations. Ability to analyze data and use insights to improve team performance and customer experience. Excellent communication and stakeholder management skills. Fluent in both Russian and English (written and spoken). Benefits What We Offer Remote-first environment International team Opportunity to shape and scale the Customer Success function Annual team retreats and company events Fast-growing company in the travel industry 37 paid days off a year