About Relentless
Relentless was created to revolutionize the way that people find jobs using AI and Machine Learning.
We know that the hiring system is broken. It’s become harder than ever to find solid, high-paying jobs, regardless of how strong your professional background. So we’ve made the process easier.
Our goal is to help busy, ambitious job seekers land their dream job in a fraction of the time they’d normally take, and with a fraction of the effort. Some of our clients have secured $50,000+ salary bumps. Others have doubled their income entirely. And we won’t stop until we’ve been able to offer those same outcomes to tens of thousands of people around the world.
So if you’re as passionate as we are about leveling the hiring playing field, continue reading. We might be the right place for you—and you might just be the new teammate we’re looking for.
Our values
We’re a people-driven technology startup, and (for very obvious reasons) we take hiring seriously. We care deeply about your experience and accomplishments. But we care even more about your values and how they’ll align with ours. Here are a few we hold dear:
Proactiveness
We value people who take the bull by the horns. We personally try to proactively identify problems that need to be solved, come up with solutions, and push those solutions forward quickly. We’re looking for the same out of you, too.
Integrity
Our word matters. We do everything we can to speak with truth; if we say we’re going to do something, we do it. And if we fall short (because we’re human and we’ll all occasionally fall short), we own up to it, learn from it, and take accountability to make things right.
Excellence
We have audacious goals. That means we need to be audacious in the expectations we set for ourselves. We want to be the best in the world at what we do, and we want to help each other achieve those aims, too.
Joy
We genuinely enjoy the work we do, and we try to find joy in things both big and small. We believe that trying to be present in the “now” not only increases our effectiveness, it also allows us to enjoy our lives on a day-to-day basis.
Systems Thinking
We’re ops people at heart. We believe in building systems that take the guesswork out of our day to day lives, and then documenting those systems, simplifying them, and finally (if you’re interested in moving into a management role) delegating them to someone else.
What we’re looking for
We’re looking for a Head of Customer Success who will be in charge of ensuring that each of our clients has as positive an experience with Relentless as possible. You’ll play a pivotal role in the growth of the company; your leadership will be instrumental in driving customer satisfaction and retention, and will ultimately contribute to our mission of revolutionizing the job search process.
What you’ll do
We’re a fast-growing startup, and your responsibilities will vary over time, but these core responsibilities will always remain the same:
- Help develop our customer experience strategy. As the Head of Customer Success, you’ll take the lead in developing and executing a comprehensive customer success strategy that aligns with Relentless' mission and focuses on delivering an exceptional experience to all of our clients.
- Provide leadership and mentorship. You’ll manage the customer success team, set performance-related targets, and foster a collaborative and results-driven culture.
- Oversee the customer onboarding process. You’ll work to ensure new customers have a smooth and successful introduction to the Relentless platform.
- Lead conflict resolution strategies. Most of our clients have a fantastic experience with Relentless, but we’re humans, and we’ll fail sometimes. If a client comes to us with problems, you’ll handle any escalations and use a customer-centric approach to help resolve their issues.
- Drive customer engagement and retention initiatives. This might include check-ins, training sessions, and user feedback collection, in order to promote product usage, customer satisfaction, and long-term retention.
- Analyze data and customer feedback to drive product improvements. We’re always trying to improve. As the Head of Customer Success, you’ll use data, analytics, and (most importantly) customer feedback to measure customer success metrics and work with product to ever improve our product and customer experience.
- Serve as the customer’s greatest advocate: You’ll champion the success stories of Relentless' customers, internally and externally, showcasing how the platform has positively impacted their job search and career outcomes.
What you have
First of all: we’re not expecting you to meet 100% of the criteria below. The list below contains skills and qualifications we think someone who’ll be successful in the role has probably attained. But everyone’s career journey looks a little different. Use the list below as a set of guidelines rather than strict requirements. If you fit most of them? We want to see your application.
- Prior career coaching, recruitment and/or professional resume-writing experience. We’re in the business of helping people land jobs easily, so our ideal Head of Customer Success will likely have a background in career coaching and resume writing. We want to see a track record of helping others succeed in their job searches.
- Conflict resolution skills. We want our clients to have a fantastic experience with us, but every now and then, we might fall short. That’s where you come in. Our ideal Head of Customer Success should have a proven ability to handle and resolve customer conflicts effectively and tactfully, so that our customers have the best experience possible.
- A love of communication and people. You’re going to be working with dozens of people, coworkers and clients alike, on a daily basis. We want our Head of Customer Success to genuinely enjoy talking and working with others, and to have the innate ability to establish rapport with customers, provide clear instructions, and address inquiries professionally and quickly.
- An analytical and strategic mindset. As part of this job, you’ll be analyzing and using data to make improvements to both our customer experience and our product as a whole. We want you to have experience in and proficiency with analyzing customer feedback and trend, and then using that data to identify opportunities for improvement.
- Experience with team leadership and collaboration. As the Head of Customer Success, you’ll be managing and mentoring a team of associates. Our ideal Head of Customer Success might have at least 2 years of experience successfully managing and leading a customer success team.
- The desire to constantly learn and improve. We don’t know everything. But when someone asks us a question and we don’t know the answer, our first instinct is to look it up. We’re looking for the type of people who like researching, learning new tools, and trying new things, whether that means learning how to build no-code automations or taking continuous education courses (sponsored by us, of course).
- The ability to adapt quickly. We’re a fast-paced startup, and like we said above, your role tomorrow will probably look different than it’ll look 6 months from now. That means you need to be willing and happy to adapt and pivot.
- A love of Inbox Zero. Responsiveness is in our DNA. If you’re the type of person who likes replying to emails as soon as you gets them or who gets stressed when you spot a cell phone with dozens of unopened messages, you just might be the right fit for us.
- A talent for systems-thinking. At Relentless, we believe that systems-thinking—the ability to create processes and automations designed to reduce the amount of manual work required—is one of the most important skills an employee can have. We’re looking for someone who knows how to take awkward, clunky systems and streamline and automate them to save both time and effort. Bonus points if you already have the no-code automation skills (Zapier, Airtable, Make) to be able to do that quickly.
What can you expect in your first year?
Within 1 month:
- Onboarding and immersion into Relentless' culture, values, and team dynamics.
- Acquiring in-depth knowledge of the product, its features, and its role in the job search and application process.
- Familiarization with the automation tools and technology utilized by Relentless.
- Building relationships with colleagues and customers alike, and gaining insights into customer needs and pain points.
- Learning as much as possible from your colleagues and using their knowledge to brainstorm areas of improvement.
Within 3 months:
- Brainstorming, planning, and implementing “quick-win” strategies to enhance customer onboarding and support processes.
- Leveraging your relationships with our customers to gather feedback and ideas for improvement.
- Collaborating with the product team to refine user experience based on customer feedback.
- Using your learnings to mentor the customer success team to drive customer satisfaction and retention.
- Identifying further areas of improvement.
Within 6 months:
- Launching initiatives to further gather and analyze user data for continuous improvement of the product's effectiveness
- Using that data to test and experiment, with the goal of enhancing customer experience.
- Leveraging your learnings to optimize customer success metrics, such as user engagement, satisfaction rates, and referral rates.
- Working with the executive team to plan KPIs and OKRs for 2024 and beyond.
And beyond:
- Establishing Relentless as a leader in providing comprehensive and effective job search solutions.
- Expanding the customer success function to accommodate growing demand and reach a wider user base.
- Contributing insights and recommendations to guide the product roadmap based on customer feedback and market trends.
Our recruitment process
- Initial interview: 30 minutes
- Takehome assignment: 1-2 hours, maximum.
- Values and culture-fit interview: 30 minutes
- One final goal setting interview: 30 minutes
- Hopefully, an offer of a job or contract: however long it takes you to read the email
We like to move fast; our hiring process end-to-end typically takes an average of 2-3 weeks. If we think it’ll take longer, we’ll proactively let you know.
About our leadership team
Founder, Kareem Abukhadra: Kareem is an immigrant entrepreneur in the United States on an O1 Visa, who bootstrapped Relentless to a 7-figure annual run rate.
Prior to working on Relentless, he was a talent strategy consultant at McKinsey and spent time in the venture tech scene, sourcing deals for notable investors including the founders of Netflix, Tinder, and Angel List.
For his undergraduate studies, Kareem studied labor markets and Economics at Columbia University, on a full-ride merit scholarship from the King of Saudi Arabia.
Advisor, Eric Marcoullier: Eric is a serial entrepreneur with a track record including founding and selling Gnip for $100MN to Twitter, founding IGN (IPO'd), and advising 100+ startups through his association with Techstars.
Note:
We’ve tried to strike a balance between giving you enough detail to decide whether you think this role might be a good fit for you and not completely drowning you in information. We genuinely love our jobs, and we want to make sure that when you click the Apply button, it’s because you’ve read everything above and have come to the conclusion that you might like this job, too.
And like we said above: even if you don’t meet 100% of our wishlist above, we encourage you to apply anyway. We view every application we receive as a chance to meet someone awesome.
And finally: we are committed to creating a safe, inclusive environment for each and every one of our employees. We believe that our differences make us stronger, smarter, and more curious, and we take active steps each and every day to live our lives in a way that embodies those beliefs. We provide equal opportunity to all employees, and will never discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital or parental status, or disability.
Additional Questions:
If it looks like Relentless might be a good fit for you and you'd like to submit an application, click on the Apply Now link below. There will be a question labeled "Additional Questions," where we'll ask you to jot down responses to 1 or more role-specific questions.
The questions are below:
Question 1: How many resumes have you written for people landing US based jobs in tech?
Example answer: I've written resumes for 200+ people landing jobs in tech.
Question 2: How many people have you coached on their careers?" Example answer: I've coached over 40+ people on how to pick the right role, pass interviews, and negotiate. I did this for 3 years in my last role at _______
Example answer: I've coached over 40+ people on how to pick the right role, pass interviews, and negotiate. I did this for 3 years in my last role at _______
3. How many years of experience do you have in a customer facing role?
Example answer: I have spent 4 years in customer success or sales.
