Vice President of Customer Success

Sapiens; Greater London; On-site; GBP 150,000 - 190,000; Full time

Job summary

Sapiens in the United Kingdom is seeking a VP of Customer Success to own strategic insurance customers and drive revenue retention across your portfolio. This senior role requires executive-level vision, cross-functional leadership, and a proactive stance on risk and opportunity.

You will orchestrate Support, Delivery and Sales to deliver a unified customer experience, lead executive business reviews, and champion product value at the C-suite level across P&C, Life & Pensions, and Reinsurance

Qualifications

• 8+ years of experience in Customer Success, delivery, or sales with strategic or named accounts.
• Executive presence with ability to persuade at C-suite level.
• Commercial fluency to articulate value and ROI in insurance terms.
• Proven track record of retaining and expanding named accounts.
• Experience managing multiple strategic accounts under pressure with travel.

Responsibilities

• Own the senior relationship for a portfolio of strategic insurance accounts across carriers worldwide.
• Own account health and growth plans; ensure visibility of health metrics with client and internal teams.
• Lead full executive business review cycles: preparation, value storytelling, and follow-through.
• Drive product adoption and provide insights on new features to maximize value.
• Develop renewal-ready cases and coordinate with Sales to pursue expansions.
• Coordinate cross-functional teams to resolve issues and deliver a single customer relationship.
• Represent the voice of the customer to product and governance forums.
• Hold accountability for Net Revenue Retention across the portfolio.

Skills

Executive presence

Commercial fluency

NRR retention

Named accounts

Cloud/SaaS delivery

Job description

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 most strategic customers beyond go-live.

We are hiring a VP of Customer Success 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.

Key Responsibilities:

• 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.

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.

Experience & Skills Required:

• 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.
• 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.

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