The Role
Lead and grow a remote Customer Success team for a yacht charter marketplace. Oversee daily operations, escalations, KPIs, onboarding, training, and cross-functional projects to improve CSAT, retention, and repeat bookings while ensuring SLA compliance and operational excellence.
Summary Generated by Built In
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
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
Skills Required
- 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)
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The Company
What We Do
SEARADAR is a full-cycle online concierge service for sailboat captains and sailing enthusiasts. Their mission is to make the yacht rental process convenient and risk-free by managing boat selection, itinerary planning, communication with charter companies, and handling paperwork and payments. The platform provides personalized booking experiences with a database of over 20,000 yachts worldwide.
