Customer Success Team Lead

At SEARADAR, we help clients around the world organize seamless yacht charter experiences.

We’re looking for a Customer Success Team Lead to lead the daily work of our Customer Success team, maintain high service standards, support managers in complex situations, and continuously improve the way we work with clients and charter companies.

This is a hands-on leadership role: we’re looking for someone who can manage people and performance while staying close to real customer cases and operations.

Tasks

Team Leadership

• Oversee the daily work and performance of Customer Success Managers.
• Set priorities, distribute workload, and ensure sufficient team coverage.
• Conduct regular 1:1s, provide feedback, and support the professional development of team members.
• Monitor individual performance and identify areas for improvement.
• Participate in onboarding and training of new Customer Success Managers.
• Run regular case reviews and knowledge-sharing sessions with the team.

Customer Experience & Escalations

• Act as the main escalation point for complex or sensitive customer cases.
• Support managers in finding solutions in non-standard situations involving clients, charter companies, and other partners.
• Ensure that escalations are handled quickly, professionally, and with appropriate ownership.
• Help the team make independent, customer-oriented decisions rather than simply following standard scenarios.
• Identify recurring customer issues and turn them into process improvements.

Performance & Quality

• Monitor key Customer Success metrics, including NPS, SLA, customer satisfaction, response times, escalations, and retention-related indicators.
• Maintain consistent service quality across the team.
• Analyze performance trends and identify areas requiring attention.
• Develop action plans when team or individual performance falls below expectations.
• Ensure that customer feedback is translated into concrete improvements.

Processes & Knowledge

• Build, document, and continuously improve Customer Success processes.
• Develop internal guidelines, playbooks, templates, and training materials.
• Ensure the team is informed about relevant product, operational, and process changes.
• Work with other departments to eliminate recurring operational bottlenecks and improve the overall customer journey.

Charter Companies & Cross-functional Coordination

• Communicate directly with charter companies when escalation or additional coordination is required.
• Support prioritization of payments to charter companies based on customer and operational impact.
• Work closely with Sales, Finance, Supply, and Product teams to resolve issues affecting customers.
• Ensure important information flows effectively between Customer Success and other departments.

What success looks like

Success in this role means:

• The CS team operates independently and consistently.
• NPS and service quality remain at a strong level.
• SLA and response-time expectations are met.
• Complex cases are resolved quickly and effectively.
• Managers understand their performance and continuously develop.
• Recurring problems are identified and addressed systematically.
• Clients receive a consistent experience regardless of which manager handles their case.
• Communication between CS, charter companies, and internal teams runs smoothly.

Requirements

• 2+ years of experience in Customer Success, Customer Experience, Account Management, Travel Operations, Hospitality, or a similar customer-facing role.
• Previous experience as a Team Lead, Senior CS Manager, Shift Lead, or in another role involving people management and performance ownership.
• Strong experience handling complex customer situations and escalations.
• Ability to coach people, give constructive feedback, and improve team performance.
• Strong analytical mindset and experience working with customer service KPIs.
• Excellent problem-solving and decision-making skills.
• High level of ownership and proactivity.
• Strong organizational skills and ability to prioritize in a fast-moving environment.
• Excellent English and Russian, both written and spoken.
• Experience in travel, hospitality, TravelTech, marketplaces, yachting, or complex travel services is a strong advantage.
• Previous experience working with AMO CRM is a strong advantage.

Benefits

• Fully remote work in an international team.
• A high level of ownership and autonomy.
• Opportunity to directly influence Customer Success standards and processes.
• A hands-on leadership role with real impact on both the team and customer experience.
• Opportunity to develop and strengthen the CS function as SEARADAR continues to grow.