Customer Success Specialist

At Searadar , we create seamless yacht charter experiences for clients around the world. We're looking for a Customer Success Manager to join our Tourist team and take ownership of the entire customer journey — not only supporting clients, but proactively making their experience exceptional from start to finish. This role is ideal for someone with experience in complex travel arrangements, events, hospitality, concierge services, or logistics who is used to solving non-standard requests and making decisions independently. Experience in yachting, boating, or TravelTech would be a strong advantage, but it is not required. Own the customer experience throughout the entire post-booking journey. Coordinate complex travel arrangements around the charter, including transfers, additional transportation, logistics, and other services. Understand individual client needs and proactively suggest solutions that improve their overall experience. Handle unexpected situations quickly and independently, finding practical solutions without waiting for step-by-step instructions. Organize additional services and thoughtful touches when appropriate — from special arrangements to client compliments. Communicate with clients through phone, email, and messengers and maintain a high level of service throughout their journey. Coordinate with charter companies, yacht owners, suppliers, and other partners to ensure smooth service delivery. Manage escalations and resolve issues while protecting both customer satisfaction and the company's interests. Work closely with Sales, Finance, and other internal teams to ensure a seamless customer journey. Identify recurring customer issues and suggest improvements to processes and service standards. Experience in travel, hospitality, events, concierge services, tourism, logistics, or another customer-facing industry involving complex service delivery . Experience organizing multi-step customer experiences rather than simply following a standard support process. Strong ownership and proactivity - you notice what needs to be done and take action without waiting for instructions. Excellent problem-solving skills and the ability to make logical decisions independently. Ability to stay calm and find solutions when plans change or unexpected situations arise. Strong organizational and coordination skills with attention to detail. Excellent communication and relationship-building skills. A genuinely customer-oriented mindset and understanding of what creates an outstanding customer experience. Fluent English and Russian, both written and spoken. Experience in yachting, boating, TravelTech, premium travel, or luxury hospitality is a strong plus. What success looks like Success in this role means that clients feel supported throughout their entire journey - including when something unexpected happens. We expect you to be able to independently assess situations, anticipate client needs, coordinate multiple parties, make sensible decisions, and take ownership of finding the best possible solution rather than simply escalating every non-standard request. Fully remote work in an international team. High level of autonomy and ownership. Opportunity to work with clients and partners across international markets. Opportunity to grow within the Customer Success function based on performance, initiative, and demonstrated impact. Why Searadar? This isn't a traditional customer support role where you follow scripts and predefined scenarios. You'll have the freedom and responsibility to create the customer experience yourself — whether that means coordinating additional logistics, solving a last-minute problem, finding an alternative option, or simply recognizing that a small thoughtful gesture could completely change a client's experience. We're looking for someone who thinks: “I see what needs to be done - I'll make it happen.”