Why Recruit CRM Gets 4.9 Stars: Customer Success, AI, and Scaling a Recruitment Business (with Sean Mallapurkar)

In this episode, Louise sits down with Sean Mallapurkar, Founder & CEO of Recruit CRM - one of the highest-rated ATS/CRM platforms in recruitment - to unpack what actually drives product love in a crowded market.Sean shares why most vendors obsess over features while overlooking the real differentiator: customer success and onboarding. We dig into how Recruit CRM built a sub-1-minute support experience (human response averaging ~40 seconds), how AI is now handling a large portion of support tickets, and why “built post-AI” is often more marketing than reality.We also zoom out into what Sean is seeing across markets (US, UK, Germany), why recruitment is increasingly splitting between automated/offshored delivery vs high-value retained work, and what it really means to move up the value chain.In this episode you’ll learn:Why customer success beats feature warfare in recruitment techHow AI is changing ATS workflows (and what’s hype)What’s happening in US/UK/EU recruitment markets right nowWhy the “move up the value chain” conversation matters more than everPractical ideas to reduce admin drag and scale delivery___Want to know more about our retained search training? Talk to us: https://retrainedsearch.com/book-a-demo/Check out our reviews: https://retrainedsearch.com/reviews/ Join our upcoming masterclasses: https://retrainedsearch.com/webinars/___LinkedInConnect with Louise: https://www.linkedin.com/in/louise-archer-48612844/Connect with Jordan: https://www.linkedin.com/in/retainedsearchcoach/Follow Retrained Search: https://www.linkedin.com/company/retrained-search/