Head - Customer Success & Hiring Solutions - iimjobs & hirist

Role overview:

The Head of customer success and hiring solutions will own customer activation, adoption, hiring outcomes and renewal readiness across iimjobs and hirist.

The role goes beyond product training and account servicing. The core mandate is to help customers hire better through the platform. This includes helping customers post the right jobs, source relevant candidates, shortlist and screen profiles, understand mandates, calibrate search criteria, and get consistent value from our offerings.

The role will also own Assisted Hiring as an extension of customer success. Some customers need deeper structured hiring support beyond onboarding and platform enablement. This role will identify such opportunities, build the Assisted Hiring motion, and drive customer value, retention and revenue growth through it.

This is a builder role. The person should be able to think like a recruitment expert, operate like a customer success leader, and scale the charter with a strong business ownership mindset.

Key responsibilities:

1. Customer adoption and business growth:

- Drive timely activation, onboarding and adoption of talent sourcing, employer branding & talent mapping products across mapped customer accounts.

- Ensure customers are posting relevant jobs, using database access, reviewing applications and engaging with candidates.

- Identify expansion opportunities, cross-sell and upsell opportunities, and additional stakeholders within customer accounts.

- Track account health, usage, renewal readiness and risk signals through dashboards and structured reviews.

- Build stronger customer dependence and stickiness through deeper engagement across recruiter, TA and business stakeholder groups.

2. Assisted Hiring:

- Build Assisted Hiring as a paid solution for customers who need deeper hiring support.

- Identify suitable customers and mandates, define delivery standards, manage shortlist quality and track closure outcomes.

- Create a repeatable revenue motion around Assisted Hiring while ensuring strong customer value and delivery discipline.

3. Team and process:

- Build team capability, operating discipline and documented best practices to coach the CS team to think like hiring advisors, not only platform trainers.

- Improve productivity through better tools, AI-enabled workflows, playbooks and review cadences.

- Lead and coach a geographically distributed team, and work closely with Sales, Product, Operations & Technology teams to ensure customer feedback translates into action.

Success metrics:

- Activation and adoption across mapped accounts

- Jobs posted and jobs share from target accounts

- Renewal health and churn risk reduction

- QBR / MBR quality and customer relationship strength

- Assisted Hiring revenue, delivery quality and repeat usage

- Quality of product feedback and gap identification

- Team productivity, engagement, retention and capability development

Desired profile:

- 8 to 12 years of experience across recruitment, staffing, RPO, executive search, talent advisory, customer success, HR-tech or enterprise account management.

- Strong preference for someone who has personally worked on recruitment mandates, sourcing, shortlisting, screening or client hiring delivery.

- Strong understanding of recruiter workflows, hiring mandates, sourcing channels, candidate screening and hiring funnels.

- Entrepreneurial mindset with the ability to think from a holistic business lens, including renewals, account expansion, customer stickiness and revenue growth.

- Experience leading customer-facing, servicing, delivery or recruitment teams at scale.

- Ability to diagnose hiring problems and separate product gaps, customer usage gaps and team execution gaps.

- Strong people leader who can coach teams, build best practices and improve operating discipline.

- Comfortable managing geographically distributed teams and travelling occasionally for customer meetings, local sales engagement and team coaching.

- High ownership, hands-on execution style, strong follow-through and willingness to build a sizeable new motion.