Sapia.ai
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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 recruitment. We believe that every candidate deserves a fair chance at getting a job and that organisations increasingly care about interrupting the bias that exists in hiring and promotion.
In just over five years, we have built trusted partnerships with some of the most well-known and trusted consumer brands, who trust our AI solution to deliver better people faster and more fairly.
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 excite you, then come and join us!
You could be the next Global Head of Customer Success
Reporting Manager: CEO
Team:
- 2 CSMs UK based
- 3 CSMs- AU based
- 2 Support team members – Philippines based
As the Global Head of Customer Success, you will lead, scale, and optimize our Customer Success function across all markets. You will be responsible for customer retention, expansion, and advocacy, ensuring CS is a key driver of Sapia.ai’s growth and brand reputation.
This role requires a strategic leader who can build scalable processes, foster cross-functional collaboration, and champion the voice of the customer. You’ll be hands-on, ensuring a seamless transition for new customers while driving renewals and expansion.
Key Responsibilities:
1. Customer Success Strategy & Team Development
Build & Lead a High-Performing Team: Recruit, onboard, and develop top talent, ensuring alignment with business objectives.
Establish Scalable Processes: Develop best practices, tools, and frameworks to optimize customer success across all touchpoints.
Drive Team Excellence: Mentor and coach CSMs & CS Support to foster a culture of excellence and impact.
Professional Growth & Retention: Provide ongoing training, clear career pathways, and growth opportunities to elevate the team.
2. Customer Retention & Growth
Own Customer Success Metrics: Drive 110%+ Net Revenue Retention (NRR)
Drive Renewals & Expansions: Proactively manage renewals, upsells, and referrals, co-owning revenue targets for APAC/EMEA.
Leverage Data-Driven Insights: Use customer health scores and analytics to predict churn risk and expansion opportunities.
Develop Scalable Success Programs: Implement customer advocacy programs, reference programs, and community engagement initiatives.
3. Customer Engagement & Advocacy
Deep Customer Understanding: Gain insights into customer segments, use cases, and success drivers to enhance their experience.
Playing a lead role in Solution Design workshops with customers,
Lead voice of the customer within product discussions
Seamless Onboarding & Adoption: Reduce friction in customer onboarding and ensure fast time-to-value.
ROI & Impact Measurement: Track and report customer outcomes, engagement metrics, and adoption trends.
Strategic Communication: Implement structured customer touchpoints (e.g., QBRs, advisory sessions, executive check-ins).
4. Cross-Functional Leadership
Bridge CS, Sales, and Product: Ensure seamless customer handoffs and integrate CS insights into product development.
Strengthen GTM Strategy: Partner with Product and Marketing to refine customer rollout strategies and enablement materials.
Automate Insights: Work with Data Science to improve reporting, dashboarding, and predictive analytics for customer success.
Skills and experience we value:
- 8+ years of experience in Customer Success at a SaaS company with an emphasis on > $100k ARR Enterprise customer relationships
- Experience with leading global teams and operations
- Experience owning an NRR target
- Experience with a $5-$20m ARR journey
- Experience leading or leveraging programs like Voice-of-Customer, customer advisory board, etc. preferred
- Excellent communication skills both with customers and within an organization
What we look for from all our Sapians, irrespective of the role!
We are one team, with one dream. You are a team player and empower others to lead. You want to hear what everyone thinks, and you want to have fun whilst getting your hands dirty.
You build trust in everything you do; your mantra is human first and technology second, keeping the customer at the heart of your thinking.
You act like a founder, always showing up and giving a sh*t. You won’t settle but will be comfortable with being scrappy.
You elevate the human experience by making the complicated simple, by creating the future we think people deserve and ultimately disrupting the industry that we serve.
This Job Description is not exhaustive.
Apply nowAbout 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 recruitment. We believe that every candidate deserves a fair
chance in getting a job and that increasingly, organisations care about interrupting the bias that
exists in hiring and promotion.
In just over 5 years, we have built trusted partnerships with some one of the most well-known and
trusted consumer brands who trust our AI solution to deliver better people faster and more fairly.
Sapia.ai is proud of its diverse and globally distributed team. 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 excite you, then come
and join us!
You could be our next Senior Customer Success Manager
Reporting Manager: Global Head of Customer Success
Location: UK (Preferred)
Tools of trade: Laptop (provided)
As the Senior Customer Success Manager, you will play a pivotal role in driving customer success
and growth for our innovative AI-powered recruitment solutions. This position combines the
responsibilities of a Customer Success Manager with additional strategic and leadership duties.
You will be the key point of contact for our clients, leading complex implementations, driving
business value realization, and fostering customer advocacy. Your expertise in AI fundamentals
and recruitment processes will be crucial in optimizing customer outcomes and influencing our
product roadmap.
Working in a dynamic team of talented individuals, this is a critical role for Sapia.ai's success
globally. You will be an advisor to our customers, ensuring we deliver on our promises of ethical
AI-driven recruitment solutions while meeting market expectations on validity and AI
governance.
You will be continuously identifying opportunities for improving our customer success strategies,
including the development of best practices and success frameworks that consider both customer satisfaction and commercial outcomes.
Accountabilities
Customer Support and Implementation Management
● Serve as the first point of contact for daily customer inquiries and lead the resolution of
complex issues across multiple experts
● Design and execute complex implementations, including multi-brand, multi-model, and
multi-product deployments
● Lead enterprise-level deployments and change management initiatives
● Contribute to implementation best practices for CS & Product teams
● Provide inputs to product roadmap based on customer feedback and market trends
Customer Relationship Management
● Drive business value realization with customers and foster customer advocacy
● Lead senior customer stakeholder relationships
● Define the success metrics for the Customer <> Sapia.ai relationship in measurable terms
● Create and track ROI for customers based on the success metrics
● Conduct regular check-ins and maintain customer communication channels
Process Optimization and Account Growth
● Consult on recruitment process optimization
● Explore how Sapia.ai capabilities can improve customer outcomes
● Drive account retention and growth, identifying upsell and cross-sell opportunities
● Lead negotiations and manage senior stakeholder relationships
● Create and maintain account plans
Business and Technical Expertise
● Contribute to best practices guides on recruitment for the Customer Success team
● Engage in cross-functional collaboration and operational improvement initiatives
● Provide pre-sales consulting and sales enablement support on Customer Success
processes and methodologies
● Demonstrate AI expertise, including governance and privacy considerations
● Lead marketplace Applicant Tracking System (ATS) integrations; Project manage new and
non-marketplace ATS integrations, working with the integration specialist.
● Perform data analysis and present "data stories" to customers
What You Bring
● Educational Credentials: Bachelors degree in a relevant field
● Professional Experience: Proven track record in customer success management,
preferably in the SaaS or AI industry
● Domain knowledge: a foundational understanding of AI fundamentals and People Science
fundamentals, preferably in the context of talent acquisition and talent management
● Technical Skills: Demonstrated technical skills in implementing SaaS solutions, preferably
in AWS. Knowledge of integrating to marketplace ATS will be advantageous.
● Soft Skills: Critical thinking and analytical skills; problem solving skills; naturally curious,
presentation and persuasion skills, strategic planning and executive communication
abilities; strong change management and commercial acumen.
● Additional Competencies: Ability to triage and troubleshoot technical problems before
escalation; experience in leading enterprise-level deployments.
This role offers a unique opportunity to work at the forefront of AI-driven recruitment solutions,
driving customer success and contributing to the growth of our innovative platform. If you’re
passionate about customer success, have a strong technical background, enjoy talent advisory,
have commercial acumen and thrive in a dynamic environment, we want to hear from you.
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 recruitment. We believe that every candidate deserves a fair chance at getting a job and that organisations increasingly care about interrupting the bias that exists in hiring and promotion.
In just over 5 years we have built trusted partnerships with some of the most well-known and trusted consumer brands who trust our AI solution to deliver better people faster and more fairly.
Sapia is proud of its diverse and globally distributed team in Australia, UK and the US. 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, join us!
You could be the next Customer Success Support & Onboarding Specialist
Reporting Manager: Head of Customer Success
Tools of trade: All tools of the trade will be provided to perform the role (laptop, software)
Region: Global (will be required to work UK and AU overlap hours)
Learn more about the Customer Success Support & Onboarding Specialist position at Sapia:
| Support Delivery: We have already implemented a smooth, automated tech support experience which manages the bulk of the issues, but as we grow, and more customers come online, we need to augment our capacity to support candidates and customers globally. Customer Implementation & Onboarding Specialist: As an internal technical resource, you will build, test, and deploy our solutions for new customers. The Customer Success Manager (CSM) will lead the client engagement and design activities. You will also support CSMs in delivering expansion projects & solutions for existing customers. This is a hands-on role that will require technical acumen, familiarity and interest in behavioural/personality assessments, how AI is used in solutions for recruitment in general, the ability to problem solve technical issues, strong project management skills and strong time management skills |
Okay, now how about some specific responsibilities?
| Our business is changing rapidly. While some responsibilities will stay constant, this role’s priorities will be revised as our strategic goals and company strategy mature. Key Responsibilities:
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What awesomeness will you bring?
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Key Metrics & Outcomes
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