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.

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.