Head of Customer Success
Company: Searadar
Employment type: CONTRACTOR
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
