Head Of Customer Success (Travel)

TL;DR

Head of Customer Success (Travel): Leading and developing the customer success function for a yacht charter marketplace with an accent on operational excellence, service quality, and customer retention. Focus on building scalable workflows, managing complex escalations, and driving data-informed improvements to the customer journey.

Location: Remote

Company

A European yacht charter marketplace helping sailors book yachts and catamarans across 20+ destinations with a strong focus on premium service.

What you will do

• Lead, manage, and develop the Customer Success team, setting goals and KPIs.
• Build and improve service standards, workflows, and internal processes.
• Handle escalations, complex customer cases, and claims management.
• Drive customer retention and increase the number of returning customers.
• Analyze customer journey performance and operational metrics to drive data-informed decisions.
• Collaborate with Sales, Product, and Marketing teams to improve overall customer experience.

Requirements

• 3+ years of experience in Customer Success, Customer Experience, or Operations.
• Proven leadership experience managing customer-facing teams.
• Strong background in the travel, hospitality, or yachting industry.
• Fluent in both Russian and English (written and spoken).
• Experience handling escalations and complex customer situations.
• Ability to analyze data and use insights to improve team performance.

Culture & Benefits

• Remote-first work environment.
• International team spanning 10+ countries.
• Opportunity to shape and scale the Customer Success function.
• 37 paid days off per year.
• Annual team retreats and company events.