Senior Customer Success Manager

About Sapia.ai

Our mission is to build a fairer world through ethical AI. We have built the world’s most inclusive

and intelligent human-centric talent solution to innovate the hiring process and disrupt broken

practices, especially in high volume. In just over 7 years, we have built trusted partnerships with some of the most well-known and trusted consumer brands that trust our AI platform to deliver better people faster and more fairly.

We believe that every candidate deserves a fair chance at getting a job and that, increasingly, organisations care about interrupting the bias that exists in hiring and promotion.

Sapia.ai is proud of its diverse and globally distributed team in Australia and Europe. We are

super passionate about building a talented workforce of individuals from different backgrounds,

cultures and ethnicities. By building a strong remote workforce, we empower our employees to

work their own hours and focus on outcomes, which helps people balance personal and

professional lives. We love being scrappy and thrifty, and we never settle. If this mission and way

of working excites you, then come and join us!

You could be our next Senior Customer Success Manager

Reporting Manager: Head of Growth - APAC

Tools of trade: To be provided

Learn more about the Customer Success Manager position at Sapia.ai

Customer Success at Sapia.ai is a ‘jack of all trades, master of many’, though over time, we aspire to become more focused on the critical few.

• The first and foremost focus is delivering to our customers the best of breed solution, which drives user engagement & adoption, and ultimately results in long-term customer retention.
• Your role will shift and change throughout the customer journey. You will lead onboarding, through defining customer success metrics and showcasing these to the customer in various forms to demonstrate the value of our solution.
• This is a hands-on role and can be highly technical & tactical, which will involve facilitating customer workshops, developing predictive models and assessments, optimising a customer’s talent acquisition process, and defining a unique and engaging candidate experience.
• You will work hand in glove with Product & Data Science teams to provide continuous feedback and insights on the evolving needs of our customers, users, and candidates.
• At the end of the day, the most important focus area is planning for renewals and or expansions within a customer, which is all about productising ROI success effectively!

Okay, now how about some specific responsibilities?

Client-facing

Lead APAC Enterprise customer management end-to-end, including

• Scope Validation
• Future-state Process Design
• Onboarding processes,
• Delivering training
• Consulting on recruitment best practice (e.g., Ethical AI, candidate experience, recruitment automation, process optimisation)
• Define and measure partnership success
• Manage outcome data for ROI analysis
• Drive QBRs/partnership reviews based on success measures & strategic partnership goals
• Keep customers up-to-date on new product features
• Ensure continued change management practises are in place
• Expertly consult the customer on how to optimise the use of Sapia.ai products and help them facilitate those improvements
• Stakeholder management: confidently translate Sapia.ai’s value to customers’ business objectives from end-user Recruiters through to the CHRO
• Build collaborative customer relationships to drive effective adoption & advocacy; maintaining customer health & productising success stories

Internal

• Lead Customer Success priorities, direction, and execution of strategy in APAC
• Take the lead on ad hoc internal projects geared towards improving our operational excellence to help us service customers & scale
• Support internal Customer Success reporting across the APAC region
• Advocate for ‘the voice of the customer’ at the intersection between Product, Engineering, Data Science and the Leadership team
• Govern internal ways of working with cross-functional teams & partners

What awesomeness will you bring?

• You have a genuine interest in technology and AI, and are deeply curious about how things work and want to learn and understand the complexities of the solution. You will likely be a person who asks’ “why?” a lot…
• You have experience in enterprise client-facing consultative roles in human capital, talent management, assessment design and or organisational transformation
• Whilst not critical to the role, a sound understanding of talent acquisition (or at least a passion to learn about it) will set you up for success
• You are super disciplined, organised, and experienced in managing projects from discovery through to launch
• You must have deep empathy for customers’ challenges, needs, and business problems and be passionate about playing a hands-on part in solving them!
• You are a relationship builder, and you do that through engaging regularly with your customers
• You are relentless in your pursuit of maximising Sapia.ai’s value for clients
• You can uncover/ identify opportunities for growth and strategically progress those to expand your client base
• You have a love for teamwork and the ability to work with different team members to enhance our customers’ experience
• You are a resourceful cross-functional collaborator, knowing how to leverage SMEs across the business to optimise value delivery for your customers
• You take personal pride in being the voice of the customer inside the company
• You will regularly connect with global teammates to share best practices and knowledge
• You thrive in a dynamic, fast-paced environment and work proactively to learn and optimise skills to succeed
• You love to take the lead on operational improvement initiatives

Key Metrics & Outcomes

• The majority of your clients are referenceable advocates
• Achieved internal % NRR target; working diligently to retain and grow your existing client base
• You have clear & organised knowledge & ownership of account health, risks, issues, and challenges across all of your clients
• You have identified churn risks early & effectively, and have proactively pursued paths-to-green for these partnerships
• You have a clear definition of what success means to each client, and are proactively measuring towards those agreed KPIs
• You have prepared & delivered high-quality business reviews to senior client audiences (at an appropriate cadence)
• You are the point of escalation for Enterprise customers across the APAC region
• Retain internal % customer health target, ensuring renewal targets are met

What we look for from all our Sapians, irrespective of the role!

Great cultures come from great teams; you recognise that by helping others and putting the team

above the individual. You do the right thing by the customer and your team members - every time.

You are flexible and ambitious – willing to do what it takes to work in a small, growing team to

achieve our goals. You turn up to work, and you are ‘all in’. You’ll hold yourself and others

accountable for getting stuff done on time and to a consistently high quality. You embrace learning

and feedback.

Our Values:

• We are One Team with One Dream
• We build Trust in everything we do
• We act like Founders
• We elevate the Human Experience

What's in it for you?

• Flexible and remote work options
• The chance to work with an amazing, purpose-driven team
• The chance to disrupt the recruitment space

This list is not exhaustive

How we hire 

We believe there’s more to you than your CV. So, we start with a chat interview, our very own, designed to uncover your potential and give you the space to share who you are in your own words. You’ll answer 5-6 role-relevant questions over chat and submit a short video answer. It’s untimed and mobile-friendly. Afterwards, you’ll get personalised insights from the interview, based on your written responses. Our hiring team will reach out to you directly if they’d like to move forward.