Sapiens
Regional Director, Customer Success
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Sapiens
Sapiens 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.
We are hiring a Regional Director, Customer Success to run Customer Success in London. This is a player-coach role: you lead a team of Customer Success Managers and are accountable for the region's retention and growth, while personally carrying a small book of our most strategic accounts. You keep your region running to one global standard and stay hands-on enough to model it.
Location: UK with travel requirements being 50% of the time.
Key Responsibilities:
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Lead and develop the team:
- Lead, coach, and develop a regional team of Customer Success Managers across the Strategic and Commercial tiers.
- Own capacity and coverage planning across the regional book – the right CSM on the right account at the defined tier coverage ratios.
- Set and uphold one global Customer Success standard and shared playbooks consistently across the region.
- Hire, onboard, and performance-manage CSMs, and build a bench for growth.
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Own the region:
- Own regional Customer Success outcomes: aggregate Net Revenue Retention, gross retention, and account health across the region.
- Run the regional operating rhythm – health and risk reviews, forecasting, and escalation of the most at-risk accounts.
- Represent regional Customer Success to in-region Sales, Delivery, and Support leadership, and roll the region up to the Head of Global Customer Success.
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- Carry your own book:
- Personally own a small book of the region's most strategic accounts – staying hands-on at C-suite level and modelling the standard you set for the team.
Scope:
You lead the regional Customer Success team and carry a personal account book. Your team owns customers' success and growth – not their contracts, tickets, or implementation projects, which sit with Sales, Support, and Delivery. You do not line-manage Sales, Support, or Delivery in the region; you orchestrate across them.
Experience & Skills Required:
- 10+ years in Customer Success or account management, including 3+ years leading or managing a team of CSMs or account managers.
- A track record of owning retention and expansion outcomes (NRR / gross retention) across a portfolio or a team.
- Player-coach credibility: able to personally run strategic C-suite relationships while leading a team.
- Experience building and running a consistent, playbook-led Customer Success motion at scale.
- Executive presence and commercial fluency: able to build and defend a value and ROI narrative and a persuasive business case at C-suite level.
- Willingness to travel across the region to customer sites, executive reviews, and events.
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Desirable:
- Insurance domain experience (P&C, Life & Pensions, or Reinsurance), or enterprise software serving insurers.
- Experience hiring and scaling a Customer Success team within a defined coverage and capacity model.
- Knowledge of Sapiens' product suite (e.g. IDIT, TIA, AdvantageGo) or comparable core insurance platforms (policy administration, claims, or billing).
- Change-management or transformation experience – executing at scale and adapting to obstacles.
- Experience with cloud-native or SaaS delivery and managed solutions.
- Working within a born-in-the-cloud software company.
Sapiens is an equal opportunity employer. We value diversity and strive to create an inclusive work environment that embraces individuals from diverse backgrounds.
Contact: Natalie.Smith@sapiens.com is your contact for any questions. We kindly ask that you apply through our website or LinkedIn.
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