• 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.

Role Description The Customer Success Architect (CSA) team provides technical expertise for the post-sales customer experience. Customer Success Architects are responsible for making sure that our customers are meeting their objectives. They are a vital component of our company’s success, working with customers, partners, and product teams to deliver success for our valued customers. CSA supports multiple post-sales roles including GTM, Support, & Product. What You Will Be Doing: - Sigma champion and product expert; customers will look to you for advice and expertise. - Advisor to our customers on technical best practices including: - Sigma best practices and patterns - Performance and tuning - Security including SSO, team organization, and row-level security - Embedded and API access - Related data products like CDW, ETL, and catalog tools - Capture product feedback from customers and engage with the product team to improve our product roadmap. - Identify new use cases to grow accounts and find areas where Sigma can provide the most value to ensure renewals. - Cultivate customer references for the marketing team. - Design and develop software solutions for Business Intelligence and analytics products while providing technical expertise for post-sales customer success. - Working directly with customers to understand business and technical requirements and implementing tailored analytics solutions in customer environments; advising customers on best practices for implementation, performance, security, embedded analytics, and API access; collaborating with Product Managers and Engineering teams to deliver and improve customer solutions. - Documenting software and technical implementations; monitoring deployed solutions and troubleshooting complex technical issues; and learning product capabilities, release processes, and maintenance procedures to ensure successful customer outcomes. Qualifications - Minimum 10 years of business intelligence experience working in a customer-facing technical role (customer success or consulting). - Customer relationship skills. - Experience with database concepts. - Data warehouse experience - cloud data warehouse preferred (Snowflake, Redshift, BigQuery). - Designing, developing, and writing software and custom solutions using technologies such as JavaScript/TypeScript, SQL, React, GraphQL, and GitHub. - ETL experience. - Experience implementing production business intelligence solutions. - Familiarity with JavaScript and Web Development is a plus. - Bachelor’s degree in computer science or related field or equivalent technical experience. - Ability to work remotely full-time with up to 50% travel (eventually). Requirements - Experience at a SaaS company or with cloud architectures. - Experience with data analytics business use cases. - Startup experience. Benefits - Equity - Generous health benefits - Flexible time off policy. Take the time off you need! - Paid bonding time for all new parents - Traditional and Roth 401k - Commuter and FSA benefits - Lunch Program - Dog friendly office

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.