Customer Success Director

Sapiens; Rochelle Park (NJ); On-site; USD 150,000 - 210,000; Full time

Job summary

Sapiens is seeking a Customer Success Director in the United States to manage a portfolio of commercial insurance customers. You will lead a disciplined, playbook-driven CS motion, owning relationships from go-live onward and coordinating with Sales, Support, Delivery, Product, and Enablement to ensure renewal and growth.

You will focus on account health, adoption metrics, and expansion opportunities, while ensuring a consistent customer experience and value delivery across your book.

Qualifications

• 5+ years in a customer-facing role managing a portfolio of accounts.
• Proven track record building CS plans and improving retention.
• Experience running a playbook-led CS motion across many accounts.
• Strong communication, presentation, and interpersonal skills.
• Commercial and business acumen to understand customers' drivers.
• Able to work autonomously with ownership and accountability.
• Insurance domain experience with P&C, Life or Reinsurance, or enterprise software for insurers.
• Familiarity with core insurance platforms (policy administration, claims, billing).
• Experience with CS tooling and AI-assisted health monitoring.

Responsibilities

• Deliver CS motion for your book in line with the defined framework and playbooks.
• Be the named CS Manager and maintain relationships from go-live onward.
• Own account health and product adoption across the book; report on adoption and health metrics.
• Run a standardised review cycle and build templated CS plans linking customer goals to value.
• Protect retention by identifying at-risk accounts early and coordinating escalation.
• Coordinate Sales, Support, Delivery, Product, and Enablement for a unified customer experience.
• Identify expansion opportunities and pass them to Sales to progress; you own the signal, not the sale.
• Use AI-assisted monitoring and health triggers to run a larger book efficiently.

Skills

Customer Success

Account management

Playbook-led CS

Communication skills

Commercial acumen

Problem-solving

Insurance domain

CS tooling

Cloud-native

Autonomous ownership

Tools

CS tooling

AI health monitoring

Job description

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.

We are hiring a Customer Success Director to look after a portfolio of our commercial insurance customers through a consistent, playbook-led motion.

You will be the named contact for a larger book of accounts, accountable for keeping them healthy and renewable at scale. This is a one-to-few role for people who run a disciplined, repeatable Customer Success motion and work with customers' operational owners day to day, rather than at C-suite level.

Key Responsibilities:

• Deliver Sapiens' Customer Success 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, from go-live onward at a steady cadence.
• Own account health and product adoption across the book; track and report on adoption, usage, and health metrics, and act early where an account starts to slip.
• Run a consistent, standardised review cycle and build templated Customer Success plans that connect each customer's business goals to the value they get from Sapiens.
• Protect the retention floor: identify at-risk accounts early and orchestrate and mediate escalation resolution by pulling in the right internal stakeholders.
• Orchestrate Sales, Support, Delivery, Product, and Enablement so the customer experiences one coordinated relationship, coordinating training and resources as needed.
• Identify expansion (cross-sell and upsell) opportunities aligned to the customer's strategy and pass them to Sales to progress. You own the signal, not the sale.
• Use AI-assisted monitoring and standard health triggers to run a larger book efficiently.

Scope:

You own the customer's success and growth from point of sale onward. You do not carry a sales quota or close deals, run support tickets, or run implementation projects – Sales, Support, and Delivery own those. You protect retention, flag expansion, and escalate on the customer's behalf.

Experience Required:

• 5+ years in a customer-facing role (Customer Success, account management, consulting, or customer support) managing a portfolio of accounts, including relationship management and issue resolution.
• A track record of building Customer Success plans and delivering measurable retention and account-health outcomes (e.g. gross retention, NPS).
• Experience running a consistent, playbook-led Customer Success motion across many accounts at once.
• Strong communication, presentation, and interpersonal skills, with the ability to influence, negotiate, and challenge stakeholders.
• Commercial and business acumen – able to understand and speak to customers' business drivers.
• Strong prioritisation and reporting skills; able to synthesise and communicate key insights.
• Able to work autonomously with ownership and accountability, with a design-thinking, root-cause approach to problem-solving.
• Insurance domain experience (P&C, Life & Pensions, or Reinsurance), or enterprise software serving insurers.
• Familiarity with core insurance platforms (policy administration, claims, or billing).
• Experience with Customer Success tooling and AI-assisted health monitoring.
• Working within a born-in-the-cloud or cloud-native software company.

Sapiens is an equal opportunity employer. We value diversity and strive to create an inclusive work environment that embraces individuals from diverse backgrounds.