Director of Customer Success

The organisation

Recruitee’s founders experienced first-hand how time-consuming recruitment can be. They recognized the need for a simple tool that could provide a clear overview of the entire hiring process. To capitalize on this opportunity, they developed an intuitive, cloud-based Applicant Tracking System (ATS) that supports hiring processes every step of the way. The scale-up empowers organizations to work together and build winning teams through a tool that is accessible to everyone.

Recruitee’s SaaS solution is tailored towards SMB and mid-market businesses from all industries (up to about a thousand employees). The number one collaborative hiring software provides the right tools to support a strategic and collaborative recruitment process that is more exciting and less stressful. Customers can leverage Recruitee’s software to, e.g., build custom pipelines, attract and source top talent, evaluate candidates, organize and automate recruitment processes, and enhance employer branding.

“Collaboration has always been at the heart of how we run Recruitee. It helps us solve problems better, set ambitious goals, achieve them at speed, and add value for our customers.” – Perry Oostdam, CEO and Co-Founder

Headquartered in Amsterdam, Recruitee services more than 118,000 users from 5,000+ companies and 75+ different countries. The scaleup’s primary markets are the Benelux, the DACH region, and the USA and Canada. Recruitee currently employs over 200 people and is planning to expand the team rapidly. Supported by PE-investor PSG Equity (specialized in B2B software), the company is still doubling its revenue every year, which is astounding given the phase Recruitee is in.

The position

The main goal of the Director of Customer Success will be to make sure all customers love Recruitee. They will lead the teams responsible for customer success and customer support and work closely with senior leadership to translate customer feedback and behavior into commercial opportunities. The Director of Customer Success will report to the COO and will get the chance to contribute to Recruitee’s overall strategy by challenging the fundamentals of the business, e.g., product features, upsell paths, and pricing approach.

“We strongly believe in product-led growth. To scale this fast and support so many clients, we have to rely on our amazing product. Our Director of Customer Success should understand how our product works and should get excited by the magic it brings to our customers.” – Robbert Flipsen, COO

The Director of Customer Success will manage a department of 38 people of which four will report to them directly. As these direct reports run the day-to-day customer success and support operations, the Director of Customer Success will be able to focus on high-level, strategic challenges that help Recruitee grow. Current topics include: optimizing the onboarding of the about 200 new customers each month through improving scalability through automation and process efficiencies (from full service, to intensive hand holding, and change management); reducing churn by analyzing e.g., price, product, sales, and customer feedback; and, upselling existing clients to more premium product plans. To tackle these challenges, the Director of Customer Success will need to be able to calculate key metrics, recognize trends in data, and translate numbers into actions.

The main responsibility of the Director of Customer Success will be to use their knowledge of customer preferences to spot commercial opportunities and facilitate business growth. This will require close collaboration with senior leadership and peers in Sales, Marketing, Partnerships, and Product, as well as the C-suite. The Director of Customer Success will build strong relationships with the other department heads, understand their needs, and together accelerate the growth of Recruitee.

The Director of Customer Success will become part of a promising international scale-up and will get the chance to contribute significantly to its future success. An exciting opportunity for which they can rely on an amazing, state-of-the-art product that enthuses customers with its quality and intuitive interface.

Candidate profile*

• 10+ years of work experience
• Commercially strong
• Operational expertise
• Tech-savvy
• Data-driven
• Outstanding communication skills

* Research shows that while male candidates feel confident enough to apply when they meet about 60% of the requirements, female candidates only apply when they tick every box. So if this role has your name on it, but you’re not sure about the criteria, we still want to hear from you.

Interested?

You are invited to apply for this position by following the link below.