Technology, Information and Internet

SEARADAR

51-200

More paid time off than the statutory minimum.

Additional vacation days

Work fully remotely, from home or anywhere agreed.

Remote work

Challenge

Courage

Creativity

Curiosity

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.
<h2>Tasks</h2>
Responsibilities:
<ul>
<li>Lead, manage, and develop the Customer Success team.</li>
<li>Coordinate the department's day-to-day operations, projects, and priorities.</li>
<li>Build and continuously improve customer service standards, workflows, and internal processes.</li>
<li>Handle escalations, complex customer cases, and claims management.</li>
<li>Drive customer retention and increase the number of returning customers.</li>
<li>Monitor and improve customer satisfaction metrics and customer feedback.</li>
<li>Analyze customer journey performance and identify opportunities for improvement.</li>
<li>Develop onboarding, training, and knowledge-sharing processes for Customer Success team members.</li>
<li>Set team goals, KPIs, and performance expectations.</li>
<li>Conduct performance reviews and support employee development.</li>
<li>Participate in hiring, onboarding, and offboarding processes within the department.</li>
<li>Collaborate closely with Sales, Product, Marketing, Operations, and Leadership teams.</li>
<li>Initiate and lead cross-functional projects aimed at improving customer experience and operational efficiency.</li>
<li>Analyze team performance, operational metrics, and customer feedback to drive data-informed decisions.</li>
<li>Ensure consistent delivery of high-quality service across all customer touchpoints.</li>
</ul>
Success Metrics
<ul>
<li>Customer Satisfaction (CSAT)</li>
<li>Customer Retention Rate</li>
<li>Repeat Customer Rate</li>
<li>Customer Feedback Scores</li>
<li>SLA Compliance</li>
<li>Team Performance &amp; Productivity</li>
<li>Process Improvement Initiatives Delivered</li>
</ul>
<h2>Requirements</h2>
Requirements
<ul>
<li>3+ years of experience in Customer Success, Customer Experience, Operations, or Service Management.</li>
<li>Previous leadership experience managing customer-facing teams.</li>
<li>Strong background in the travel industry, hospitality, yachting, luxury travel, OTA, tour operator, or related sectors.</li>
<li>Proven experience improving customer satisfaction, retention, and service quality metrics.</li>
<li>Strong problem-solving and decision-making skills.</li>
<li>Experience handling escalations and complex customer situations.</li>
<li>Ability to analyze data and use insights to improve team performance and customer experience.</li>
<li>Excellent communication and stakeholder management skills.</li>
<li>Fluent in both Russian and English (written and spoken).</li>
</ul>
<h2>Benefits</h2>
What We Offer
<ul>
<li>Remote-first environment</li>
<li>International team</li>
<li>Opportunity to shape and scale the Customer Success function</li>
<li>Annual team retreats and company events</li>
<li>Fast-growing company in the travel industry</li>
<li>37 paid days off a year</li>
</ul>

Head of Customer Success

Employee

Head of Supply Partnership 

BI/Data Analyst

SEARADAR logo

Google {privacyLink} and {termsLink} apply.

Benefits

Media

We don't have any open positions at the moment

No available jobs

Locations

Open positions

Values

Videos

Do you have a question?

Spontaneous application

We’ll send a link to this job to your email.

Apply later

We are reviewing your account. Once our managers approve it, candidates will be able to apply for this job.

Changes are not visible until you publish your job.

This is a preview of your job ad.

Interested?

The job {jobTitle} was archived or the deadline has passed.

This job is no longer available

Hiring team

{count, plural, one {# day a week on-site} other {# days a week on-site}}

Our other open positions

We no longer accept spontaneous applications

Interested in working at {companyName}? Tell us about your skills and experience.

We may not have a suitable job available now, but your skills and experience could match a future role.

Use the application form to upload your CV and cover letter. Mention the position you’re interested in in your cover letter.

The company may contact you if a suitable opportunity arises.

How to apply

Jobs at {companyName}. Browse all open positions and become part of our team! Open positions: {jobsCount}

Jobs at {companyName}. Browse our {jobsCount} available jobs and apply today.

Browse our {jobsCount} available jobs and apply today.

Interested in working at {companyName}? Send a spontaneous application to tell us about your skills and experience.