Senior Vice President, Strategic Customer Success

Sapiens International; Greater London; On-site; GBP 150,000 - 200,000; Full time

Job summary

Sapiens International Corporation N.V. is seeking a VP, Customer Success Manager in London to own our most strategic insurance customers and serve as the senior continuity point across Support, Delivery, and Sales.

You will safeguard the relationship at C-suite level and drive revenue retention and expansion. You will lead executive business reviews, articulate value and ROI, and coordinate across product, delivery, and sales to ensure maximum customer value.

Qualifications

• 8+ years relevant experience across Customer Success, implementation / delivery, or sales, managing strategic or named accounts.
• Experience with cloud-native or SaaS delivery and managed solutions.
• 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.

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.

Skills

Executive presence

Commercial fluency

NRR retention

Strategic account management

SaaS delivery

Travel willingness

Job description

Sapiens International Corporation N.V. is seeking a VP, Customer Success Manager in London to own our most strategic insurance customers and serve as the senior continuity point across Support, Delivery, and Sales.

You will safeguard the relationship at C-suite level and drive revenue retention and expansion. You will lead executive business reviews, articulate value and ROI, and coordinate across product, delivery, and sales to ensure maximum customer value.