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VP, Customer Success Manager
We are hiring a VP, Customer Success Manager to own our most strategic insurance customers. You will be the customer's senior point of continuity across Support, Delivery, and Sales, and the person accountable for retaining and growing the revenue in your portfolio. This is a named, senior relationship role for people who operate at C-suite level and think commercially – not a shared-queue support function.
Working Model: Hybrid Flexible - London base
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 most strategic customers beyond go-live.
What you will do
- Own the senior relationship for a portfolio of strategic insurance accounts, developing a deep, cross-functional understanding of each customer's business and priorities.
- Own account health and the growth plan for each account; ensure visibility of account and programme health internally and with the customer, and act early on risk.
- Run the full executive business review cycle: preparation, delivery, value story, and follow-through.
- Drive product adoption across your accounts so customers achieve maximum value, and provide early insight and adoption recommendations on new products and features.
- Build the value case that makes each account renewal-ready ahead of the renewal conversation (you do not sign it).
- Identify and qualify expansion opportunities and hand them to Sales to close. You own the signal, not the sale.
- Orchestrate Support, Delivery, and Sales, taking point to drive customer issues to resolution through a standard methodology, so the customer experiences one relationship, not four functions.
- Act as the account-level voice of the customer, feeding feedback into Sapiens' product and Voice-of-Customer loop.
- Carry accountability for Net Revenue Retention across your portfolio.
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Scope
You own the customer's success and growth. You do not carry a sales quota or close deals, run support tickets, or run implementation projects – Sales, Support, and Delivery own those. You make accounts renewable, qualify expansion, orchestrate, and escalate on the customer's behalf.
What you will bring (essential)
- 8+ years relevant experience across Customer Success, implementation / delivery, or sales, managing strategic or named accounts.
- Executive presence and communication: able to define a vision, build a persuasive business case, establish personal credibility, and resolve conflicting views at C-suite level.
- Commercial fluency: able to build and defend a value and ROI narrative in the customer's own insurance terms.
- A track record of owning retention and expansion outcomes (NRR / gross retention) on a named book of accounts.
- Able to manage multiple strategic accounts and initiatives simultaneously and under pressure.
- Willingness to travel to customer sites, executive reviews, and company events.
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What you will bring (desirable)
- Insurance domain depth: strong knowledge of the P&C, Life & Pensions, or Reinsurance space, industry trends, and the economics of an insurer.
- Account planning and growth-plan coordination across multiple work streams.
- Customer-side coaching and change-management experience – executing a plan and adapting to obstacles, not just defining it.
- Experience with cloud-native or SaaS delivery and managed solutions.
How you will be measured
Net Revenue Retention (headline), gross retention, account health, executive engagement, and qualified expansion pipeline handed to Sales.
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