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 6 years, we have built trusted partnerships with some of the most well-known and trusted consumer brands that trust our AI solution 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, UK 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 the next Senior Customer Success Manager Reporting ManagerHead of Growth – APACTools of tradeTo be provided 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 our aspiration is 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, and you will lead onboarding, define customer success metrics and showcase these to the customer in various forms to demonstrate the value of our solution. This is a hands-on role that can be highly technical & tactical, involving 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 closely with the 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 effectivelyOkay, now how about some specific responsibilities?Client-facingLead APAC Enterprise customer management end-to-end, including Scope ValidationFuture-state Process DesignOnboarding processes, Delivering training Consulting on recruitment best practice (eg Ethical AI, candidate experience, recruitment automation, process optimisation) Define and measure partnership successManage outcome data for ROI analysisDrive QBRs/partnership reviews based on success measures & strategic partnership goalsKeep customers up-to-date on new product featuresEnsure continued change management practices are in placeExpertly consult the customer on how to optimise the use of Sapia.ai products and help them facilitate those improvementsStakeholder management: confidently translate Sapia.ai’s value to customers’ business objectives from end-user Recruiters through to the CHROBuild collaborative customer relationships to drive effective adoption & advocacy; maintaining customer health & productising success storiesInternalLead Customer Success priorities, direction, and execution of strategy in APACTake the lead on ad hoc internal projects geared towards improving our operational excellence to help us service customers & scaleSupport internal Customer Success reporting across the APAC regionAdvocate for ‘the voice of the customer’ at the intersection between Product, Engineering, Data Science and the Leadership teamGovern internal ways of working with cross-functional teams & partnersWhat awesomeness will you bring?You have a genuine interest in technology, AI, and are deeply curious about how things work, wanting 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 transformationWhilst not critical to the role, a sound understanding of talent acquisition (or the least a passion to learn about it) will set you up for successYou are super disciplined, organised, and experienced in managing projects from discovery through to launchYou 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 customersYou are relentless in your pursuit of maximising Sapia.ai’s value for clientsYou have the ability to uncover/ identify opportunities for growth and strategically progress those to expand your client baseYou have a love for teamwork and the ability to work with different team members to enhance our customers’ experienceYou 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 companyYou will regularly connect with global teammates to share best practices and knowledgeYou thrive in a dynamic, fast-paced environment and work proactively to learn and optimise skills to succeedYou love to take the lead on operational improvement initiativesKey Metrics & OutcomesThe majority of your clients are referenceable advocatesAchieved internal % NRR target; working diligently to retain and grow your existing client baseYou have clear & organised knowledge & ownership of account health, risks, issues, and challenges across all of your clientsYou have identified churn risks early & effectively, and have proactively pursued paths-to-green for these partnershipsYou have a clear definition of what success means to each client, and are proactively measuring towards those agreed KPIsYou 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 regionRetain internal % customer health target, ensuring renewal targets are metWhat 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 DreamWe build Trust in everything we do We act like FoundersWe elevate the Human ExperienceWhat’s in it for you?Flexible and remote work optionsThe chance to work with an amazing, purpose-driven teamThe chance to disrupt the broken recruitment spaceThis list is not exhaustiveHow we hireStart with our very own Chat Interview – a chance for you to share who you are, in your own words. You’ll answer 5 role-relevant questions over chat, and one using video. Afterwards, you’ll receive personalised insights based on your responses – designed to help you reflect and grow. Our hiring team will be in touch if they plan to move forward with your application.