Insurance CS Director: Growth & Retention

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

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.