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 eight 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!

This role is critical to driving revenue expansion, securing customer retention, and deepening product adoption across existing accounts. The ideal candidate will bring a strong blend of commercial acumen, strategic thinking, and relationship management to unlock customer value and long-term partnerships.

Key Responsibilities

Account Ownership & Relationship Management

• Own and manage a portfolio of high-value enterprise customers across various verticals, within the APAC market, a key strategic region for Sapia.
• Build trusted relationships with key customer stakeholders, including C-level executives
• Conduct regular account reviews and maintain a strong pulse on ensuring account health and satisfaction.
• Deep Customer Understanding: Gain insights into customer segments, use cases, and success drivers to enhance their experience

Revenue Growth and Expansion

• Identify, manage and execute on revenue growth opportunities within accounts by driving upsell, cross-sell, and product adoption strategies to maximise account value and ARR growth.
• Lead pricing, proposal, and negotiation processes related to expansion initiatives.

Renewals & Retention, to drive 110%+ Net Revenue Retention (NRR) 

• Own the end-to-end renewal process, both internally and with customers, to ensure timely execution and long-term commitments.
• Use customer health scores and analytics to predict churn risk and expansion opportunities. Proactively address risk indicators and implement retention strategies to reduce churn.
• Collaborate with Customer Success and Product teams to align value delivery with commercial goals and ensure you have a deep understanding of Sapia.ai’s product offering and roadmap to confidently articulate value and expand use.

Account Strategy & Internal Collaboration

• Develop and execute structured account plans, growth strategies and quarterly business reviews (QBRs), Exec check-ins with Sapia CEO and customer key stakeholders
• Partner cross-functionally with Sales, Product, Data, and CS teams to ensure account success and drive measurable impact for clients
• Story-tell with data, designing and building the customer story for premium & strategic customers. Work with Marketing to develop case studies and collateral
• Accurately track and report forecast growth and retention opportunities using Salesforce and internal tools.
• Represent Sapia.ai with professionalism, integrity, and customer-first orientation.

Success Metrics

• Net Revenue Retention (NRR) across portfolio (+110%)
• Expansion ARR (upsell / cross-sell)  (min. $600k net ARR growth p.a)
• Gross renewal rate and customer churn (min. 85%)
• Customer adoption and engagement 
• Contribution and accuracy to pipeline forecasting and strategic account planning

Skills and experience we value:

• 4+ years of experience in account management, enterprise sales or customer success roles at a SaaS company with an emphasis on > $100k ARR Enterprise customer relationships
• Proven track record of account growth and renewal success within large or complex organisations.
• Strong commercial mindset and ability to identify and execute expansion strategies.
• Excellent communication and stakeholder engagement skills, including C-level relationships and within an organisation
• Comfortable operating in a fast-paced, high-growth SaaS environment.

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.