Some career moves come from a job board. Chris Holbrook's came from a post-match chat after a heavy defeat on a football pitch in Sitges.
As a Customer Success Specialist, Chris picks things up where Sales leaves off - running kick-off calls, onboarding and training new customers, and staying with them through the life of the account. We sat down with him to talk about what actually goes on behind the scenes in customer success.
Sport has played a huge role in my life and the opportunities that have come my way. This one was no exception.
Stuart, who works in Technical Support and featured in an earlier interview, is someone I played football with here in Sitges. During one of our post-match chats (after another defeat, not helped by a defence whose combined age was pushing two and a half centuries) he mentioned idibu was looking for a new Customer Success Specialist. My project with GoDaddy Barcelona was coming to an end, so the timing couldn't have been better.
Unlike a few chances I'd missed on the pitch, I managed to put this one in the back of the net.
I stay because the team is easy-going and I enjoy what I do. It's as simple as that. We've got a flat management structure and a customer-first mindset that suits the way I like to work, and everyone gets the chance to make a difference. You feel like part of something rather than a cog in a faceless machine.
My role begins where the Sales team's ends. Once a new client signs up, I take over at the kick-off call and become their main point of contact: onboarding and training both administrators and users so they get the most out of idibu from day one.
From there I'm their first port of call for questions or issues, and I work with them to review account performance, share best practice, and make sure they're getting real value from idibu's multiposting, ATS and wider features. As renewal approaches, I get involved on the commercial side too.
idibu is known for its customer support, and that's something I'm proud to be part of. Across the customer-facing teams, it's not uncommon for us to hit 100% customer satisfaction for an entire month.
I've worked for plenty of companies that claim to be customer-centric when the reality is very different. At idibu we do what we say we'll do. The best part of the job is getting positive feedback and knowing we've made a real difference to someone's day.
Working remotely from Spain is another big one. idibu has built a culture where you're trusted to do your job wherever you're based, and the flexibility to work from home alongside regular time with the team gives me the best of both worlds. And I'd be lying if I didn't mention the occasional team meal - every now and then the gaffer dusts off the company wallet and treats us to a fantastic restaurant somewhere around Barcelona.
More than anything, I'm proud of being someone people enjoy working with.
Professionally, one stands out. Sales isn't part of my role, but after building a strong relationship with an existing customer, they recommended us to another business. Rather than simply passing it on, I decided to pitch the solution myself. Two presentations later I'd secured the contract, completed the onboarding and training, and had the client posting jobs within two weeks.
Winning new business isn't easy in this market, so backing myself and putting the work in felt good, and it reminded me I hadn't lost the commercial side of my skill set from my days selling business summits at Marcus Evans.
How much goes on behind the scenes. It isn't just answering questions or delivering training. We need to be experts not only in idibu and its ongoing product development, but in the many CRM and ATS platforms we integrate with.
As our partner network grows (SourceWhale and Atlas among the recent additions) we're constantly learning. Every new integration means understanding new functionality, building training materials and being ready to support customers from day one. The aim is that onboarding, training and account management feel seamless whichever CRM or ATS a client uses. A lot of work happens behind the scenes to make every customer interaction feel simple.
One message has always stuck with me: "Yes, it is working... good work, pal! AMAZING! Thank you for checking, and thanks very much for your help. Have a lovely day, you legend!"
Give that man a raise!
On a serious note, it reflects what idibu strives to deliver: technical expertise, responsiveness, trust and a genuine commitment to putting the customer first. Knowing you've made someone's working day easier is one of the most rewarding parts of the job.
Building rapport with people from all walks of life. Whether I'm speaking to a new recruiter, a CEO or an experienced administrator, I enjoy getting to know people and making them feel comfortable from the outset.
Having lived in France, Spain, the Middle East and Africa, I've met people from a lot of different cultures and backgrounds, so I can usually find some common ground to break the ice. Being a proud Mancunian probably helps too - there's a warmth that seems to put people at ease.
Customer Success isn't just about solving problems. It's about earning trust. And that doesn't necessarily end when someone stops being a customer. If I see a former client start a new role or celebrate a milestone on LinkedIn, I'll send a quick congratulations. Small gesture, but people appreciate the personal touch.
I'm a huge Liverpool fan, much to the disappointment of our CGO and founder Martin, who claims to support Manchester United. I rarely miss a match, whether that's at home or down at the local pub here in Sitges. Moving to a new country can be daunting, but having football as a common interest made it far easier to meet people.
Greggs aside, the thing I miss most about the UK is getting to Anfield regularly, so I try to make the most of Liverpool's Champions League away games on the continent. My wife and I also have a young son who has the energy of about ten children rolled into one, so free time is a luxury. When I get an hour to myself, it's usually a good film, fishing, or pretty much any sport involving men in tight shorts chasing a ball.
Collaborative, adaptable and rewarding.
Customer Success at idibu isn't a help desk you contact when something breaks. It's a named person who runs your kick-off call, trains your team, keeps an eye on how your account is performing, and knows the CRM or ATS you work in as well as they know idibu. That continuity is why our customer-facing teams regularly hit 100% satisfaction across a full month.
If you're reviewing your current rec tech setup, or want to see what proper support looks like in practice, book a discovery call with idibu.
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