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Customer Success at Harrington Starr

Author: Carl Charlson, Customer Success Director at Harrington Starr

Published date: 2022/12

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We sat down with Harrington Starr’s Customer Success Director, Carl Charlson, and asked him… Why did you join the Customer Success Team at Harrington Starr?

"I joined the Customer Success team to add value to our existing clients, helping to shape their recruitment processes, and become an integral part of their hiring- not something all recruitment companies can do. Also, to work across our offices in London, New York and Belfast, strategically identifying clients that we know we can add value to, was very appealing. All of the recruiters within Harrington Starr have a dedicated focus on their own vertical markets they work in; and this makes speaking to clients about our offerings much easier as I know I can entrust every single recruiter in the business to deliver on our promises."

What does Customer Success at Harrington Starr look like?

"It has many meanings. Firstly, it is providing a world-class recruitment and account management strategy for delivering quality candidates. Secondly, relationships are key to our success. We are not transactional. What we do very well is the promotion of our clients to potential candidates. We do this by really understanding what it is our clients want. We are not happy to simply box tick and then send a candidates profile over; our consultants really take the time to understand what makes a good candidate for our clients. From the perspective of my team, we work in collaboration with our clients. Every client has a different way of working, so we listen and take the time to know how best we can work together and if we can identify areas of improvement, we work together to implement tangible change. Our new clients benefit from our indisputable market specialist status, and as relationships grow, they know they can rely on us- not only for recruitment delivery but market knowledge sharing, and preparation for the future."

How do you make Customer Success inevitable?

"Making Customer Success inevitable relies on the whole company pulling together and working in the same dire!ion. Your success really is our business. From the most junior consultant to the most senior management within Harrington Starr, we are all driven and motivated by the latter notion. We are only successful if our clients put their trust in us and we deliver. If you are working within Talent or HR, I would ask you to put some time aside for us to have a conversation. Dealing with global businesses, we understand that hiring managers have limited involvement within the wider recruitment process. This is where our recruiters get involved. They are responsible for taking detailed job descriptions to ensure they exceed expectations and deliver with the entire firm in mind. If you’re keen to learn more on what our team can do for you, then do reach out."

What is on the horizon for 2023?

"In 2023 our team has plans to expand internally, giving our ever-growing client base an even more dedicated account management experience. More people within our team means clients will be offered more tailored services and the opportunity to explore new markets with us. I am really looking forward to 2023 personally. It is an exciting time to be working at Harrington Starr, and with some new projects happening internally, I can’t wait to continue to showcase our work and continue to collaborate with exceptional clients and candidates."

What is the best way for people to get in touch with you?

If you would like to find out about the work we are doing with some of the world’s most innovative and exciting Financial Services & FinTech clients, and how you can be part of the journey as well, you can get in touch through the following details:

Email: carl.charlson@

Tel: 02038548492

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