SVP Customer Success

Sapiens International; Greater London; On-site; GBP 180,000 - 240,000; Full time

Job summary

Sapiens International Corporation N.V. seeks an SVP of Customer Success in London to lead a regional team and personally manage a small book of strategic accounts.

The role blends hands-on account leadership with scalable playbooks, capacity planning, and cross-functional collaboration across Sales, Delivery, and Support to improve NRR and customer outcomes.

Qualifications

• 10+ years in Customer Success or account management, including leadership experience.
• Experience with cloud-native or SaaS delivery and managed solutions.
• Proven track record of owning retention and expansion outcomes (NRR/gross retention).
• Strong executive presence and ability to influence at the C-suite level.
• Experience building scalable, playbook-led CS motion.
• Comfort with travel across the region to customer sites and events.

Responsibilities

• Lead, coach, and develop a regional Customer Success team across Strategic and Commercial tiers.
• Own capacity and coverage planning to align the right CSM with each account.
• Set and uphold a single global CS standard and shared playbooks region-wide.
• Hire, onboard, and performance-manage CSMs and build a growth bench.
• Own regional outcomes: NRR, gross retention, and account health.
• Represent CS in-region to Sales, Delivery, and Support leadership and report to Head of Global CS.
• Carry a small book of the region's most strategic accounts and stay hands-on with C-suite relationships.

Skills

CS leadership

Account management

SaaS/Cloud delivery

Retention & expansion

C-suite relationships

Playbook-led CS

Strategic/Commercial fluency

Travel willingness

Job description

We are building a new Customer Success team and are hiring an SVP of Customer Success. This is a player-coach role: you will lead the team and be accountable for the region's retention and growth, while personally carrying a small book of our most strategic accounts. You will keep your region running to one global standard and stay hands-on enough to model it.

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.

More about the role …

Lead and develop the team

• Lead, coach, and develop a regional team of Customer Success Managers across the Strategic and Commercial tiers.
• Own capacity and coverage planning across the regional book – the right CSM on the right account at the defined tier coverage ratios.
• Set and uphold one global Customer Success standard and shared playbooks consistently across the region.
• Hire, onboard, and performance-manage CSMs, and build a bench for growth.

Own the region

• Own regional Customer Success outcomes: aggregate Net Revenue Retention, gross retention, and account health across the region.
• Run the regional operating rhythm – health and risk reviews, forecasting, and escalation of the most at-risk accounts.
• Represent regional Customer Success to in-region Sales, Delivery, and Support leadership, and roll the region up to the Head of Global Customer Success.

Carry your own book

Personally own a small book of the region's most strategic accounts – staying hands-on at C-suite level and modelling the standard you set for the team.

Scope

You lead the regional Customer Success team and carry a personal account book. Your team owns customers' success and growth – not their contracts, tickets, or implementation projects, which sit with Sales, Support, and Delivery. You do not line-manage Sales, Support, or Delivery in the region; you orchestrate across them.

What you will bring (essential)

• 10+ years in Customer Success or account management, including 3+ years leading or managing a team of CSMs or account managers.
• Experience with cloud-native or SaaS delivery and managed solutions.
• A track record of owning retention and expansion outcomes (NRR / gross retention) across a portfolio or a team.
• Player-coach credibility: able to personally run strategic C-suite relationships while leading a team.
• Experience building and running a consistent, playbook-led Customer Success motion at scale.
• Executive presence and commercial fluency: able to build and defend a value and ROI narrative and a persuasive business case at C-suite level.
• Willingness to travel across the region to customer sites, executive reviews, and events.

What you will bring (desirable)

• Insurance domain experience (P&C, Life & Pensions, or Reinsurance), or enterprise software serving insurers.
• Experience hiring and scaling a Customer Success team within a defined coverage and capacity model.
• Knowledge of Sapiens' product suite (e.g. IDIT, TIA, AdvantageGo) or comparable core insurance platforms (policy administration, claims, or billing).
• Change-management or transformation experience – executing at scale and adapting to obstacles.

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We Are

Sapiens International Corporation N.V. is a global leader of AI-centric, SaaS-based insurance software, delivering hyper-relevant experiences that are efficient, compliant, and innovative. With agile intelligence, Sapiens' solutions turn real-time data and human insight into precise action at every moment, across every risk.

The Sapiens platform includes agentic workflows accelerating every capability across policy, underwriting, claims, reinsurance, decisioning, and finance and compliance.

With more than 600 insurers in over 30 countries running on Sapiens, our deep industry expertise is the foundation of our long-term relationships, from initial implementation through to modernization and market transformation.

Sapiens is headquartered in London, serving customers in property and casualty, life, reinsurance, specialty, and workers’ compensation from offices across North America, Europe, the Middle East, and Asia Pacific.