Role Description 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. - 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. - Analyze team performance, operational metrics, and customer feedback to drive data-informed decisions. - Ensure consistent delivery of high-quality service across all customer touchpoints. Success Metrics - Customer Satisfaction (CSAT) - Customer Retention Rate - Repeat Customer Rate - Customer Feedback Scores - SLA Compliance - Team Performance & Productivity - Process Improvement Initiatives Delivered Qualifications - 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

Role Description As a Customer Success Manager at Digitail, you will partner with veterinary clinics to help them realize meaningful value from the Digitail platform. You will guide clinics through key stages of their post-live journey, driving adoption, optimizing workflows, reinforcing best practices, and helping teams achieve the outcomes that matter most to their business. You will serve as a trusted advisor and relationship owner for a portfolio of managed clinics, proactively identifying opportunities to improve engagement, mitigate risk, and strengthen long-term partnerships. Success in this role means helping clinics confidently adopt Digitail, solve operational challenges, and achieve measurable outcomes that improve both team efficiency and patient care. We are open to applicants in North America (Canada and the USA) as fully remote or hybrid (depending on location). Responsibilities - Build and maintain strong, trust-based relationships with veterinary clinics, serving as the primary relationship owner for assigned Managed accounts. - Partner with clinics during critical phases of their Digitail journey to drive adoption, optimize workflows, and support long-term success. - Lead regular customer meetings based on the clinic's stage of maturity, including weekly Adoption meetings, Optimization reviews, and Quarterly Business Reviews (QBRs). - Guide clinics toward best practices and workflow improvements that help them maximize the value of the Digitail platform. - Reinforce training and identify opportunities for additional education, coordinating with the Training team when structured learning is required. - Review clinic usage, engagement, and operational trends to identify opportunities, risks, and areas requiring intervention. - Partner with customers to define and track Success Outcomes, ensuring Digitail remains aligned to the goals that matter most to each clinic. - Monitor and maintain customer health, proactively identifying early indicators of risk and coordinating cross-functional action plans when needed. - Act as the voice of the customer by gathering feedback, identifying trends, and sharing insights that inform product and process improvements. - Collaborate closely with Support, Product, Training, Onboarding, and Leadership teams to ensure customers receive the right level of support at the right time. - Provide visibility into customer priorities, challenges, and next steps through accurate and timely documentation in internal systems. - Support smooth transitions from Onboarding into Customer Success through structured post-live handoffs. - Facilitate strategic business reviews with clinic stakeholders to review progress, celebrate successes, and identify future opportunities. - Maintain a high level of understanding of Digitail's products, workflows, and veterinary operational best practices. - Stay informed about trends in veterinary medicine and practice operations to better advise and support customers. Requirements - Experience in VetMed. - Proven experience in Customer Success, Account Management, Implementation, Practice Consulting, or other customer-facing roles within SaaS. - Experience managing a portfolio of customers and building relationships with multiple stakeholders. - Strong consultative skills with the ability to understand customer goals and translate them into actionable plans. - Demonstrated ability to drive adoption, influence outcomes, and support customers through change. - Experience conducting customer meetings, business reviews, or strategic conversations focused on value realization and customer outcomes. - Excellent communication and relationship-building skills with the ability to establish credibility and trust quickly. - Strong organizational skills with exceptional attention to detail and follow-through. - Comfortable working cross-functionally with onboarding, support, training, product, and sales teams. - Ability to analyze customer situations, identify root causes, and recommend practical solutions. - High technical aptitude and confidence learning and explaining software workflows. - Strong problem-solving skills and the ability to remain calm and solutions-oriented when navigating complex situations. - A proactive mindset with a passion for customer partnership and improving the veterinary industry through technology. Benefits - PTO + Bank Holidays: Local standard. - Continuous Learning and Personal Growth: We offer a $1,000 USD annual budget to support learning and professional development opportunities. - Health benefits package. Salary Range $70,000–$90,000 in local currency.

Role Description Du gestaltest das Kundenerlebnis rund um unsere Energieprojekte und sorgst dafür, dass unsere Kunden vom ersten Kontakt bis zum laufenden Betrieb professionell, transparent und serviceorientiert begleitet werden. - Du betreust Bewohner, Mieter, Gewerbekunden und Hausverwaltungen und bist ihre zentrale Ansprechperson für alle Fragen rund um unsere Produkte und Dienstleistungen. - Du sorgst für ein strukturiertes Onboarding neuer Kunden, vermittelst unsere Produktwelt verständlich und schaffst die Grundlage für eine langfristige und vertrauensvolle Zusammenarbeit. - Du bearbeitest Anfragen über unsere digitalen Kanäle sowie telefonisch, findest pragmatische Lösungen und stellst eine schnelle und verlässliche Kommunikation sicher. - Du pflegst Kunden- und Stammdaten in unseren modernen Systemen und unterstützt aktiv die Weiterentwicklung unserer Service-, Software- und Prozesslandschaft. - Du arbeitest eng mit den Teams aus Asset Management, Projektentwicklung, Finance und technischem Betrieb zusammen und trägst dazu bei, unsere Customer Experience kontinuierlich weiterzuentwickeln. Qualifications - Du hast eine kaufmännische Ausbildung, ein betriebswirtschaftliches Studium oder eine vergleichbare Qualifikation erfolgreich abgeschlossen. - Du verfügst bereits über Erfahrung im Kundenservice, Customer Success oder in einer vergleichbaren kundenorientierten Rolle und hast Freude daran, Menschen zu begeistern. - Du kommunizierst klar, empathisch und lösungsorientiert und behältst auch in anspruchsvollen Situationen einen kühlen Kopf. - Du arbeitest strukturiert, sorgfältig und mit einem hohen Qualitätsanspruch und verlierst auch bei mehreren Themen parallel nicht den Überblick. - Du interessierst Dich für Energie-, Immobilien- oder Nachhaltigkeitsthemen und möchtest die Energiewende aktiv mitgestalten. - Idealerweise bringst Du bereits erste Berührungspunkte mit der Energieversorgung, der Immobilienwirtschaft oder kaufmännischen Prozessen mit. Benefits - Flexible Arbeitsgestaltung, wie sie zu Dir passt: Bestimme selbst, wo Du am besten arbeitest – remote, unterwegs oder von einem unserer Standorte. - Plane Deine Arbeitszeit nach Projekterfordernissen und gestaltest Deinen Arbeitstag so, dass er optimal zu Dir und Deinen Aufgaben passt. - Perfekte Lage an unseren Standorten: Ob in Köln direkt am Dom, in Berlin am Südkreuz oder in München an der Isar – unsere Büros bieten Dir eine gut angebundene und attraktive Arbeitsumgebung. - Verantwortung mit echtem Impact: Du übernimmst die Verantwortung für Deine Projekte, triffst eigenständig Entscheidungen und gestaltest Abläufe und Prozesse aktiv mit. - Gezielte Weiterentwicklung: Wir fördern Deine Entwicklung – mit individuellen Weiterbildungen, Möglichkeiten zur fachlichen Spezialisierung und Entwicklungsmöglichkeiten. - Teamwork, das verbindet: Auch wenn Du remote arbeitest, bist Du Teil eines starken Teams. Regelmäßige Teamtreffen, Projekt-Reviews und standortübergreifender Austausch sorgen dafür, dass Wissen geteilt wird. - Sicherheit & spannende Projekte: Unbefristetes Arbeitsverhältnis, 30 Tage Urlaub und abwechslungsreiche Projekte, bei denen Dein Beitrag sichtbar Wirkung zeigt. - Und natürlich starke Zusatzbenefits: Profitiere von Urban Sports oder Wellpass, dem Deutschlandticket, Bikeleasing und weiteren Vorteilen, die Deinen Arbeitsalltag angenehmer machen. Contact Information Wir freuen uns auf Deine Bewerbung. Auch bei Fragen stehen wir Dir jederzeit gerne unter people@empact.energy zur Verfügung. Bei empact zählt, wer Du bist und was Du bewegen möchtest: Wir begrüßen Bewerbungen von Menschen mit unterschiedlichen Hintergründen, Perspektiven und Lebensrealitäten. Denn Vielfalt macht uns stärker – und ist für uns ein zentraler Bestandteil auf dem Weg zu einer nachhaltigen Zukunft.

• Own customer deployment, adoption, and outcomes for a portfolio of 10 accounts, from presales through renewal • Lead deployment planning and implementation across your book, e.g.: scoping, deployment plan creation, kickoff meetings, use case alignment, coordination of delivery (e.g. managing internal and partner teams), project reporting • Track and manage risks and issues across active deployments, driving resolution before they impact timelines or outcomes • Monitor portfolio health through AI-augmented signals, engaging proactively to accelerate adoption, drive renewals, and deepen stakeholder engagement • Drive product adoption by running live working sessions, identifying new use cases to expand value over time, and showcasing new platform capabilities with a point of view on how they enable customer growth • Develop and maintain success plans tied to customer goals, tracking milestones and risks from onboarding through renewal • Build and deliver executive business reviews that connect Amplitude usage to measurable business impact, turning adoption into a renewal and expansion story • Partner with Account Executives on renewals and expansion, building the value story, coaching champions, and identifying growth opportunities across your book • Serve as the voice of the customer internally, channeling product feedback, market needs, and customer priorities to shape how Amplitude builds and delivers • Continuously improve how you operate: develop repeatable playbooks, share best practices across the team, and find new ways to drive customer outcomes at scale