About RekbotRekbot is an AI-powered recruitment intelligence and coaching platform built for agency-side recruitment firms. We call it the Central Nervous system of a recruitment businesses: it helps recruiters and their managers see what good looks like, get coached on real work, and improve performance week on week.We are founder-led and based in Dubai, working with global recruitment businesses from growing agencies to enterprise recruitment groups. The founder spent fifteen years running recruitment agencies across permanent and contract markets.The role and why it existsWe need a part-time customer success leader/consultant to design and run the programmes that get recruiters and their managers using Rekbot consistently, and keep them using it.Customers buy Rekbot. The challenge is what happens next: recruiters log in, then drift; managers sponsor the rollout, then stop reinforcing it. Our founder knows recruitment and sales inside out, but has not built customer success programmes before. You will own that, and build the playbook the business runs on as it scales.Title: Head of Customer Success (fractional, part-time)Commitment: 1 to 2 days per week, flexible across the week
Location: Dubai-based, with flexibility to work UK and US hours for customer callsReports to: Founder and CEOWhat you will doYou will own adoption and retention end to end, from the day a contract is signed to renewal.Onboarding: design a repeatable onboarding programme for new accounts, covering launch plans, recruiter first-use, and time to first value.Manager buy-in: build the playbook that gets team leads and managers sponsoring usage, using Rekbot in 1:1s and team meetings, and holding their people to it.Champions: identify and equip internal champions inside each customer so adoption does not depend on us.Engagement campaigns: run nudges, re-engagement plays, and habit-building campaigns for recruiters who stall.Health and metrics: define usage and health metrics, set up simple reporting, and flag at-risk accounts early.Value reviews: run business reviews with customer leadership that tie Rekbot usage to commercial outcomes they care about.Retention and expansion: protect renewals and spot expansion into new teams, offices, and group companies.Product feedback: bring structured customer insight back to the founder and development team.Build the function: document playbooks, and coach the founder and any future CS hire to run them.Who we are looking forYou have done this before: taken an AI or B2B SaaS product sold into sales or recruitment teams and turned low usage into lasting adoption.Must haveCustomer success or adoption leadership at a B2B SaaS or AI platform whose users are sales or recruitment teamsA track record of raising active usage, with numbers to show for itProven ability to win manager and leadership buy-in, and turn sponsors into active reinforcersExperience building CS programmes from scratch at an early-stage company, not only running established onesHands-on style: comfortable running customer calls and training yourself, not just writing strategyConfident with senior stakeholders such as agency directors and sales leadersBased in Dubai and happy to work UK and US time zones when customers need itNice to haveEarlier career as a recruiter, sales professional, or sales managerExperience at recruitment tech vendors (for example ATS, CRM, analytics, or AI tools for sales teams or agencies)Experience with sales enablement, coaching, conversation intelligence, or gamified learning platformsExperience with enterprise rollouts across multiple teams, offices, or group companiesEngagement terms and how to applyThis is a fractional role with an initial 3-month engagement, reviewed at 90 days, with scope to grow.Structure: monthly retainer or day rate, open to discussionStart date: ASAPContract: freelance or consultancy agreement