Director of Customer Success & Retention (Remote)

Sapiens; Denmark; Hybrid; DKK 1,000,000 - 1,800,000; Full time

Job summary

Sapiens is hiring a Customer Success Director to lead a new CS team for a portfolio of commercial insurance customers. You will be the named contact, ensuring health and renewal at scale through a disciplined, repeatable CS motion. You will work with customers' operational owners day to day rather than at C-suite level.

Remote and hybrid options in the region, with a focus on scalable playbooks, cross-functional collaboration, and driving retention and expansion across multiple accounts.

Qualifications

• 5+ years in a customer-facing role (CS, account management, consulting or support) managing a portfolio of accounts.
• Insurance domain experience (P&C, Life & Pensions, or Reinsurance) or enterprise software serving insurers.
• Proven track record building CS plans and delivering retention and health outcomes.
• Experience running a consistent, playbook-led CS motion across many accounts.
• Strong communication, presentation and interpersonal skills with the ability to influence stakeholders.
• Commercial and business acumen to discuss customers' business drivers.
• Strong prioritisation and reporting skills; ability to synthesise and communicate insights.

Responsibilities

• Deliver Sapiens' CS motion for your book in line with the defined framework and playbooks.
• Be the named CS Manager and maintain relationships from go-live onward at a steady cadence.
• Own account health and product adoption; track usage, health metrics, and intervene early.
• Run templated reviews and build CS plans that link customer goals to Sapiens' value.
• Protect retention by identifying at-risk accounts and coordinating escalation.
• Coordinate Sales, Support, Delivery, Product and Enablement for a unified customer experience.
• Identify expansion opportunities and pass them to Sales to progress.
• Use AI-assisted monitoring and standard health triggers to manage a larger book efficiently.

Job description

Sapiens is hiring a Customer Success Director to lead a new CS team for a portfolio of commercial insurance customers. You will be the named contact, ensuring health and renewal at scale through a disciplined, repeatable CS motion. You will work with customers' operational owners day to day rather than at C-suite level.

Remote and hybrid options in the region, with a focus on scalable playbooks, cross-functional collaboration, and driving retention and expansion across multiple accounts.