SAPIENS
Customer Success Director
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Director, Customer Success
We are hiring a Director, Customer Success to look after a portfolio of our commercial insurance customers through a consistent, playbook-led motion. You will be the named contact for a larger book of accounts, accountable for keeping them healthy and renewable at scale. This is a one-to-few role for people who run a disciplined, repeatable Customer Success motion and work with customers' operational owners day to day, rather than at C-suite level.
Working model & location
- Hybrid (Flexible), London
About Sapiens
Sapiens International is a global provider of core software for the insurance industry, serving Property & Casualty, Life & Pensions, and Reinsurance carriers worldwide. Our Customer Success team keeps and grows our customers beyond go-live.
What you will do
- Deliver Sapiens' Customer Success motion for your book in line with the defined framework, playbooks, and tier coverage model.
- Be the named Customer Success Manager and maintain strong customer relationships built on credibility, consistency, and value, from go-live onward at a steady cadence.
- Own account health and product adoption across the book; track and report on adoption, usage, and health metrics, and act early where an account starts to slip.
- Run a consistent, standardised review cycle and build templated Customer Success plans that connect each customer's business goals to the value they get from Sapiens.
- Protect the retention floor: identify at-risk accounts early and orchestrate and mediate escalation resolution by pulling in the right internal stakeholders.
- Orchestrate Sales, Support, Delivery, Product, and Enablement so the customer experiences one coordinated relationship, coordinating training and resources as needed.
- Identify expansion (cross-sell and upsell) opportunities aligned to the customer's strategy and pass them to Sales to progress. You own the signal, not the sale.
- Use AI-assisted monitoring and standard health triggers to run a larger book efficiently.
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Scope
You own the customer's success and growth from point of sale onward. You do not carry a sales quota or close deals, run support tickets, or run implementation projects – Sales, Support, and Delivery own those. You protect retention, flag expansion, and escalate on the customer's behalf.
What you will bring (essential)
- 5+ years in a customer-facing role (Customer Success, account management, consulting, or customer support) managing a portfolio of accounts, including relationship management and issue resolution.
- A track record of building Customer Success plans and delivering measurable retention and account-health outcomes (e.g. gross retention, NPS).
- Experience running a consistent, playbook-led Customer Success motion across many accounts at once.
- Strong communication, presentation, and interpersonal skills, with the ability to influence, negotiate, and challenge stakeholders.
- Commercial and business acumen – able to understand and speak to customers' business drivers.
- Strong prioritisation and reporting skills; able to synthesise and communicate key insights.
- Able to work autonomously with ownership and accountability, with a design-thinking, root-cause approach to problem-solving.
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What you will bring (desirable)
- Insurance domain experience (P&C, Life & Pensions, or Reinsurance), or enterprise software serving insurers.
- Familiarity with core insurance platforms (policy administration, claims, or billing).
- Experience with Customer Success tooling and AI-assisted health monitoring.
How you will be measured
Gross retention and account health (headline), product adoption, review-cycle discipline, and expansion opportunities flagged to Sales.
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