Head of Customer Success

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.

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

• 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).

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