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SVP of Customer Success
We are building a new Customer Success team and are hiring an SVP of Customer Success. This is a player-coach role: you will lead the team and be accountable for the region's retention and growth, while personally carrying a small book of our most strategic accounts. You will keep your region running to one global standard and stay hands-on enough to model it.
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.
More about the role …
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.
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.
What you will bring (essential)
- 10+ years in Customer Success or account management, including 3+ years leading or managing a team of CSMs or account managers.
- Experience with cloud-native or SaaS delivery and managed solutions.
- 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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What you will bring (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.
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