Location: Flexible / Remote within EMEA
Reports to: Head of Customer Success

Overview

We’re hiring an experienced and proactive Implementation Consultant to own the onboarding journey for our enterprise customers across the EMEA region.

This is a crucial role that bridges product setup, solution design, technical integration, and stakeholder alignment, ensuring a seamless, on-time onboarding experience that accelerates customer value and protects long-term success.

You’ll bring structure, accountability, and specialist execution to enterprise account onboarding, unblocking timelines and redefining what great looks like for go-live.

Key Responsibilities

Enterprise Onboarding Execution

● Own and deliver enterprise onboarding programs end-to-end, from deal close through to go-live
● Act as the primary coordinator across internal teams, client stakeholders, and third-party vendors
● Anticipate and proactively mitigate common blockers (e.g., ATS integrations, delayed sign-offs, technical scope creep)

Solution Design & Blueprint Customisation

● Collaborate with customers to interpret business requirements and adjust onboarding blueprints where needed
● Translate client-specific needs into viable solution design changes, within the boundaries of product capabilities
● Work closely with Product and Solutions teams to validate feasibility and maintain alignment with long-term product vision

Implementation Process & Standards

● Refine and enforce a standard implementation methodology that drives repeatability, accountability, and velocity
● Establish clear onboarding milestones, playbooks, and timelines that set clients up for long-term success

● Introduce structured triage and escalation paths for issues outside CS scope or control

Cross-Functional Collaboration

● Collaborate tightly with CS, Product, and Sales to clarify handoffs and reduce operational friction
● Provide feedback loops to Product and Solutions teams on onboarding pain points and integration gaps

Customer Experience & Value Realisation

● Engage customers with empathy and clarity, keeping them informed, aligned, and confident throughout onboarding
● Deliver a consistent and high-quality experience that accelerates time-to-value and builds trust

You Bring

● Experience managing complex, multi-stakeholder onboarding projects in enterprise SaaS (bonus: recruitment or HR tech)
● Strong technical fluency with integrations, ideally including ATS ecosystems
● Outstanding project management skills, with a calm and proactive client presence
● A bias for structure, accountability, and problem-solving
● The ability to operate independently in a fast-paced, high-growth environment, while keeping stakeholders aligned across time zones

Reporting Manager: Barb Hyman, CEO & Founder

About Sapia.ai

At Sapia.ai, we’re on a mission to build a fairer world through ethical AI. Our human-centric talent platform is disrupting hiring, starting with high-volume recruitment – to make the process faster, fairer, and more intelligent for everyone.

We’re proud to support some of the world’s most iconic consumer brands. Our customers don’t just buy software — they buy transformation: faster hiring, more diverse talent, better people outcomes. That’s why we’re building a team of bold, curious minds who want to shape the future of work.

If you love solving complex problems, shaping people strategies, and driving meaningful change with AI, this one’s for you.

About the Role

This isn’t a typical account management role.

As a Strategic Customer Partner, you’ll act as a trusted advisor and commercial growth consultant to our most valuable enterprise clients. You’ll work with C-level stakeholders and TA/HR leaders to help them modernise how they hire and develop talent, powered by Sapia.ai.

You’ll lead with insights, unlock business impact, and drive long-term partnership value through a blend of strategic advisory, product adoption, and commercial growth.

What You’ll Own

1. Strategic Talent Advisory

• Partner with CHROs, Heads of TA, and HR leaders to design modern hiring and talent strategies.
• Translate Sapia.ai capabilities into high-impact people solutions: fairer hiring, faster time-to-fill, stronger DEI outcomes.
• Run strategic QBRs and co-design initiatives that link hiring to broader workforce outcomes (e.g. internal mobility, retention, brand).

2. Customer Growth & Expansion

• Drive growth within existing accounts through needs-based upsell, cross-sell, and deeper product adoption.
• Build and execute commercial plans that tie directly to business outcomes.
• Own end-to-end expansion negotiations and renewals, with a focus on ROI storytelling.

3. Insight-Led Relationship Management

• Become the voice of the customer — leveraging data, product signals, and business context to surface opportunities and pre-empt risk.
• Lead executive check-ins and quarterly strategic planning sessions with client sponsors.
• Build customer stories, with support from our marketing and data teams, to amplify success and internal advocacy.

4. Cross-Functional Collaboration

• Partner with Product, Data, and CS teams to align customer outcomes with roadmap priorities.
• Contribute to internal playbooks, advisory frameworks, and enablement content to level up how we partner with customers.

What Success Looks Like

• Net Revenue Retention (NRR) > 110%
• $600k+ annual expansion revenue across portfolio
• Deep stakeholder engagement and executive alignment
• Measurable business impact delivered (time saved, DEI outcomes, hiring velocity)
• Accurate and strategic forecasting, planning, and reporting

Who You Are

• 4–6 years in a consulting, customer success, or enterprise account role — ideally within SaaS, HR tech, or talent strategy.
• Proven experience working with large enterprise clients and executive stakeholders.
• Commercially sharp with a strong understanding of people, process, and technology.
• You think like a founder — proactive, accountable, always solving for impact.
• You love translating complexity into clarity and surfacing the “so what” behind the data.

Why Join Us?

At Sapia.ai, we’re reimagining hiring for good, and we’re doing it with a globally distributed team that values trust, flexibility, and bold thinking. You’ll be part of a company that’s mission-led, customer-obsessed, and proudly scrappy.

This is your chance to shape the future of work and grow fast while doing it.

This job description is not exhaustive

How do we hire?

It starts with a chat interview with our very own Smart Interviewer. We want to learn more about you and your experiences, in your own words. After your interview, you’ll get some personalised insights to help you grow, and we’ll be in touch if you’re successful in moving to the next round.