Head of Customer Success

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).

Benefits

• 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