Job Title

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.

About the Role

We are hiring a Customer Success Manager 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.

Key Responsibilities

• 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.