Customer Success Director

Sapiens; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Sapiens International in London is looking for a Customer Success Manager to look after a portfolio of commercial insurance customers, delivering a playbook-led CS motion and ensuring healthy, renewable relationships from go-live onward.

You will own account health, coordinate with Sales, Support, Delivery, Product and Enablement, identify expansion opportunities, and use AI-assisted monitoring to manage a larger book efficiently.

Qualifications

• 5+ years in a customer-facing role managing a portfolio of accounts.
• Proven track record delivering retention and healthy accounts.
• Experience running a playbook-led CS motion across many accounts.
• Strong communication and interpersonal skills; able to influence stakeholders.
• Commercial acumen and ability to discuss business drivers.
• Strong prioritisation and reporting skills.
• Autonomy with ownership and problem-solving mindset.
• Insurance domain experience or enterprise software for insurers.
• Familiarity with core insurance platforms.
• Experience with CS tooling and AI health monitoring.

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, 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.

Skills

Customer relationship management

Communication

Presentation skills

Negotiation

Problem solving

Prioritisation

Autonomy

Tools

AI-assisted health monitoring

Job description

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.

We are hiring a Customer Success Manager 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.

Key Responsibilities

• 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.

Experience Required

• 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.
• 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 accountigi, with a design-thinking, root-cause approach to problem-solving.
• Insurance domain experience (P&C, Life & Pensions, or Reinsurance), or enterprise software serving insurers.
• Familiarity with core insurance platforms (policy administration, claims, or billing).
• Experience with Customer Success tooling and AI-assisted health monitoring.
• Working within a born-in-the-cloud or cloud-native software company.

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.