Diversys

See how we helped Diversys find (and hire) their first Head of Customer Success

What I value most is their partnership approach. They take the time to understand your business, its needs and provide you with the guidance and insights necessary to land the most suitable candidate. We were impressed with both the speed and quality of candidates we had to choose from.

–– Roger Barlow, CEO & Co-Founder, Diversys

The Search

Diversys was ready to hire its first Head of Customer Success with the mission to build the post-sale function from the ground up.

The Client

Diversys is a Canadian startup offering an enterprise B2B SaaS platform for organizations in the circular economy—enabling them to manage recycling compliance, meet extended producer responsibility (EPR) requirements, and improve ESG reporting with greater accuracy and transparency.

Search Requirements

Reporting directly to the Founder, this hire would be responsible for shaping the customer journey end-to-end and play a key role in driving retention, expansion, and long-term revenue growth.

The Founder needed someone who had experience designing scalable systems, driving adoption, and delivering a best-in-class experience, turning complex onboarding into repeatable success.

The Hire

20+ years of experience in post-sale customer leadership roles
Most recently at a B2B SaaS company serving pharmaceutical and medical device clients, enabling regulatory research and compliance workflows prior to product launch
Joined at $2M ARR and 12 employees and helped scale it to $10M ARR and 72 employees
Hands-on, execution-focused leader hired to build the Customer Success and Solution Engineering function from scratch (grew the team from 1 to 12)
Introduced AI-powered support systems and built a certification-based training program to drive adoption and retention
Delivered a 96% satisfaction rate, 40+ NPS, and 9% YoY churn reduction
Track record of building scalable post-sale delivery systems to drive growth, retention, and long-term client advocacy

The Search Statistics

Number of candidates interviewed: 3
Number of business days to complete the search: 17

Talk with us about your company’s growth plans and hiring needs.

Want to Talk About Our Recruitment Services or a Current Opportunity?

"When hiring our first CPO, we were looking to branch out beyond our network. The Martyn Bassett Associates team was able to source candidates that we were wanting, but unable to get on our own. We were presented with a wide range of fantastic candidates."

"What I love about working with this team is they’re there to help. I have weird requests, they jump on the phone and we figure it out. I need someone in a hurry, they hustle. I maybe need someone ages from now, they keep an eye out. I have a question about a salary, or am unsure about how to approach something they know. We’ve used them for a few years, and we’ve had nothing but great experience working together. Wish I had found them a few years sooner.”

"We were impressed with both the speed and the high-calibre of candidates we had to choose from. Martyn Bassett Associates really listen to what you’re looking for and the entire process is very smooth and stress-free."

"The entire Martyn Bassett team was easy to work with and we were able to quickly develop an open and transparent partnership. Leveraging their strong expertise and extensive talent network, they helped us find the technology sales leaders and management services experts we needed."

"A true value-adding partner in identifying talent. The team at Martyn Bassett Associates were quick to zero-in on our requirements and rigorous in pre-qualifying candidates for consideration. They are focused and fast! Their expertise and experience added value throughout the process and resulted in an outstanding final outcome for Roadpost. This is a team that will strive to exceed expectations."