Head of Customer Success IIM Jobs and Hirist

The mandate

You will own the customer lifecycle across activation, adoption, expansion and renewal for two of India's leading hiring platforms.

You will lead an established Customer Success and Job Acquisition organization with a simple objective: deliver enough hiring value for customers to bring a greater share of their relevant hiring onto iimjobs and hirist.

This is not a role that can be run only through dashboards and reviews. You will set the strategy and operating rhythm for the team, while staying close enough to customers and execution to step in when an important account is struggling or a process is not working.

Bringing Customer Success and Job Acquisition under one leader creates an important advantage. It allows deeper customer relationships and a better understanding of their hiring needs to translate directly into stronger adoption, renewal and hiring share.

You will inherit a running team and an existing operating foundation. The opportunity is to build the next stage of it by raising capability, strengthening operating discipline and using better processes, data and technology to create a more scalable customer organization.

What you will own

Lead adoption and account growth

• Set the strategy and hold the team accountable for timely activation, onboarding and adoption of talent sourcing, employer branding and talent mapping products across mapped accounts.
• Build the standards and review mechanisms required to ensure customers are consistently deriving value from the platforms.
• Create visibility into account health, product usage, adoption and renewal risk through dashboards and structured reviews, with interventions happening before gaps become churn.
• Ensure the team identifies expansion, cross-sell and upsell opportunities as well as additional stakeholders within customer accounts.
• Build deeper relationships across recruiter, TA and business stakeholder groups, while personally engaging on priority accounts where senior intervention can make a difference.
• Work closely with sales leadership and account managers to improve penetration and value delivery across priority ICP accounts.

Increase our share of customer hiring activity

• Build a systematic approach to identify relevant hiring demand within customer accounts that is not currently flowing onto iimjobs and hirist.
• Drive account-level motions to increase the share of relevant jobs and hiring activity coming onto the platforms.
• Work closely with Product and Analytics teams to understand where demand gaps exist and translate these into specific customer actions.
• Use stronger value delivery to create more product champions within customer organizations and increase repeat usage over time.

Build and elevate the team you lead

• Lead an existing Customer Success and Job Acquisition organization and coach the team to operate as hiring advisors rather than only platform trainers.
• Assess what is working and what needs to change across people, processes and account coverage, and establish clear standards for productivity and customer engagement.
• Strengthen second-line managers and create clear accountability across a geographically distributed organization.
• Build documented playbooks and review mechanisms so that performance comes from repeatable systems rather than individual heroics.
• Use AI-enabled workflows, better tooling and automation to improve team productivity and quality rather than scaling only through additional headcount.
• Work as a peer with Sales, Product, Operations and Technology leadership to ensure customer insights translate into action.

Who we are looking for

• 8 to 12 years of experience, with substantial hands-on experience in a recruitment consultancy, staffing firm or RPO environment and meaningful experience leading teams. Recruitment consulting experience is a core requirement for this role.
• Hands-on experience owning hiring mandates, sourcing and shortlisting candidates and working through hiring funnels. You should be able to coach the team on how to solve a difficult hiring problem, not only how to drive product usage.
• Strong understanding of enterprise customer adoption, account health, renewal risk and expansion.
• A strong people leader, with experience leading or scaling recruiter or recruitment-consulting teams, who can inherit an existing organization, strengthen second-line leadership and raise performance standards.
• Comfortable working within a shared sales ecosystem and influencing commercial outcomes even without directly owning commercial closure.
• Strong analytical orientation and ability to use customer and usage data to identify problems and drive interventions.
• Comfortable managing geographically distributed teams and travelling for customer meetings, sales engagement and team coaching.
• High ownership and strong follow-through, with the willingness to get personally involved when a customer or operating problem requires it.

Bottom line: This is an opportunity to take an established customer organization and build the next stage of it. This role needs a recruitment practitioner who can also build and run a scaled customer organization. You should bring first-hand hiring judgement, operating discipline and the leadership capability to raise the productivity and quality of the team.