VP of 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

We are building a new Customer Success team and are hiring a VP, Customer Success Manager 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.

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 most strategic customers beyond go-live.

What you will do

• 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 elevate on the customer's behalf.

What you will bring (essential)

• 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.

What you will bring (desirable)

• 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.

How you will be measured

Net Revenue Retention (headline), gross retention, account health, executive engagement, and qualified expansion pipeline handed to Sales.

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.

Your Recruitment Journey

We will keep you in the loop, as we focus on providing an inclusive screening and interview process. Each country has a local flavor, but here's what you can expect during our recruitment process: