In Brief
85%
accuracy predicting renewals 180 days out from renewal, giving leadership confidence in early decision-making.
hackajob, an AI-native hiring platform, needed clearer insight into how customer behaviours affected retention and growth. Their previous CSP held data but offered little direction, leaving the team reactive and without a reliable view of risk. By adopting Hook’s health score and unified insights, hackajob gained the ability to prioritize actions, prepare effectively for meetings, and spot risks and expansion signals much earlier. This data-driven approach has improved decision-making, enabled proactive interventions, and uncovered opportunities such as doubling a customer contract - helping hackajob strengthen engagement and transition to a revenue-owning Customer Success model.
"Hook gives us everything in one place. My team can go into meetings well-prepared and truly understand what we need to discuss with a customer."
Head of Customer Success, hackajob
In Full
About hackajob
hackajob is an AI-native hiring platform that helps employers find, assess and engage top talent across software engineering, data, DevOps and more. Their marketplace uses AI to match candidates to roles with far greater precision, reducing interview volume and accelerating the hiring funnel for companies competing in a challenging talent market.
Challenge
Before Hook, hackajob had an abundance of customer data but little clarity on what it meant for retention or expansion. Their previous CSP wasn’t meaningfully adopted by the team and, despite storing a large amount of information, it didn’t offer clear direction on which actions mattered or how specific behaviors influenced revenue. As a result, the Customer Success team spent more time reacting to issues than anticipating them, which made it difficult to identify risks and opportunities earlier in the customer journey.
Solution
Hook provided hackajob with a unified, objective understanding of customer health, combining usage data, conversational signals, and predictive ML scoring into one actionable view. Features like the Brief and Plaibooks gave CSMs the ability not just to understand accounts quickly, but to see exactly which actions would move retention and expansion outcomes. What was previously just “data with no direction” became clear, prescriptive guidance on where to focus and why. By analyzing structured and unstructured signals together, Hook highlights the behaviors that matter most, enabling the team to prioritize confidently and shift from reacting to issues to taking targeted, high-impact action throughout the customer journey.
Impact
With Hook’s health score maintaining 85% accuracy 180-days out from renewal, senior leadership developed strong confidence in the calls it was making - shifting the organization towards data-led decision-making in Customer Success. The team now surfaces risks and expansion signals much earlier, including a key moment where Hook alerted them that a customer was approaching their subscription allowance. This early insight enabled hackajob to double that customer’s contract. Most importantly, Hook has helped hackajob evolve from a reactive CSM function into a proactive, revenue-owning team, where CSMs can prioritize their time effectively and trust that the platform is continuously monitoring customers even when they are not.