APAC Remote SVP, Customer Success — Strategic Growth Leader

Sapiens; Singapore; Remote; SGD 250,000 - 400,000; Full time

Job summary

Sapiens is seeking a SVP Customer Success to lead CS across APAC with a hands-on, player-coach approach. You will manage a regional team of Customer Success Managers, ensure retention and growth, and personally oversee a small book of strategic accounts.

This is a remote APAC role focused on delivering a single global CS standard across diverse markets. You will own regional outcomes (NRR, gross retention) and drive capacity planning, playbooks, and cross-functional collaboration with Sales,

Qualifications

• 10+ years in Customer Success or account management, including 3+ years leading a team of CSMs or account managers.
• Insurance domain experience (P&C, Life & Pensions, or Reinsurance) or enterprise software serving insurers.
• Track record of owning retention and expansion outcomes (NRR / gross retention).
• Player-coach credibility: personally run strategic C-suite relationships while leading a team.
• Experience building and running a playbook-led CS motion at scale.
• Executive presence and commercial fluency for C-suite value narratives.
• Willingness to travel across the region to customer sites, exec reviews, and events.

Responsibilities

• Lead, coach, and develop a regional team of CSMs across Strategic and Commercial tiers.
• Own capacity and coverage planning across the regional book.
• Set and uphold one global CS standard and shared playbooks across the region.
• Hire, onboard, and performance-manage CSMs; build a growth bench.
• Own regional CS outcomes: aggregate NRR, gross retention, and account health.
• Run the regional operating rhythm: health reviews, forecasting, escalations.
• Collaborate with Sales, Delivery, and Support; report to Head of Global CS.
• Personally manage a small book of the region's most strategic accounts.

Skills

CS leadership

Executive relationships

Strategic accounts

Change management

SaaS delivery

Job description

Sapiens is seeking a SVP Customer Success to lead CS across APAC with a hands-on, player-coach approach. You will manage a regional team of Customer Success Managers, ensure retention and growth, and personally oversee a small book of strategic accounts.

This is a remote APAC role focused on delivering a single global CS standard across diverse markets. You will own regional outcomes (NRR, gross retention) and drive capacity planning, playbooks, and cross-functional collaboration with Sales,