Head of Customer Success

Role Overview

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.

What You Will Do

Lead, manage, and develop the Customer Success team. Coordinate the department’s day-to-day operations, projects, and priorities. Handle escalations, complex customer cases, and claims management.

Why It Might Be a Fit

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.

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