Customer Success Director

Sapiens; Greater London; Hybrid; GBP 110,000 - 140,000; Full time

Job summary

Sapiens International is hiring a Customer Success Director to lead a portfolio of insurance customers in a hybrid London role, guiding the customer success motion from onboarding to renewal. You will own relationships with operational contacts and drive health metrics, coordinating with Sales, Delivery, Product and Enablement to ensure growth and retention.

This is a one-to-few leadership position requiring a disciplined, playbook-led approach and deep insurance domain understanding.

Qualifications

• 5+ years in a customer-facing role managing a portfolio.
• Insurance domain experience or enterprise software serving insurers.
• Proven track record delivering retention and healthy accounts (e.g. gross retention, NPS).
• Experience running a playbook-led Customer Success motion across many accounts.

Responsibilities

• Deliver CS 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.
• Own account health and product adoption across the book; track adoption, usage, and health metrics.
• Run standardised reviews and templated CS plans connecting customer goals to value.
• Protect retention by identifying at-risk accounts and coordinating escalations with internal teams.
• Coordinate Sales, Support, Delivery, Product, and Enablement to deliver a coordinated customer experience.
• Identify expansion opportunities and pass them to Sales.
• Use AI-assisted monitoring and health triggers to run a larger book efficiently.

Skills

Customer success

Account management

Relationship management

Communication skills

Stakeholder management

Problem-solving

Analytical skills

Cross-functional collaboration

Tools

CS tooling

AI monitoring

Job description

We are building a new Customer Success team and are hiring a Customer Success Director 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.

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.

What You Will Do

• 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.

Scope

You own the customer's success and growth from point of sale onward. You do not carry a sales quota or close deals, run support tickets, or run implementation projects - Sales, Support, and Delivery own those. You protect retention, flag expansion, and elevate on the customer's behalf.

What You Will Bring (essential)

• 5+ years in a customer-facing role (Customer Success, account management, consulting, or customer support) managing a portfolio of accounts, including relationship management and issue resolution.
• Insurance domain experience (P&C, Life & Pensions, or Reinsurance), or enterprise software serving insurers.
• A track record of building Customer Success plans and delivering measurable retention and account-health outcomes (e.g. gross retention, NPS).
• Experience running a consistent, playbook-led Customer Success motion across many accounts at once.
• Strong communication, presentation, and interpersonal skills, with the ability to influence, negotiate, and challenge stakeholders.
• Commercial and business acumen - able to understand and speak to customers' business drivers.
• Strong prioritisation and reporting skills; able to synthesise and communicate key insights.
• Able to work autonomously with ownership and accountability, with a design-thinking, root-cause approach to problem-solving.

What You Will Bring (desirable)

• Familiarity with core insurance platforms (policy administration, claims, or billing).
• Working within a born-in-the-cloud or cloud native software company.
• Experience with Customer Success tooling and AI-assisted health monitoring.

Sapiens is an equal opportunity employer. We value diversity and strive to create an inclusive work environment that embraces individuals from diverse backgrounds.

[e-mail] is your contact for any questions.