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How SaaS Customer Success Tactics Can Supercharge Your Recruitment Game – with Louise Cunningham

23 minWatch on YouTube (opens in a new tab)

About this episode

Nitin speaks with Louise Cunningham, Director of Customer Success at Firefish Software, about applying SaaS customer success strategies to recruitment agencies. The conversation explores how journey mapping, CRM optimisation, trust-building and candidate communication can drive loyalty and repeat business without agencies becoming software companies.

Louise discusses tiering service levels by commercial impact, the difference between automated reminders and automated relationships, and how feedback can unlock new opportunities. She shares real-life examples of clients who converted testimonials into placements and explains the importance of annual journey mapping for both candidates and clients.

Key takeaways

  • Map candidate and client journeys annually to identify retention and growth opportunities.
  • Tier service levels to match commercial value, treating high-impact candidates and clients differently.
  • Use feedback strategically to build trust and uncover new business rather than viewing it as criticism.
  • Pre-recorded video content handles FAQs and improves onboarding at scale.
  • Distinguish between automating tasks and automating relationships to maintain genuine connections.

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