Customer Success Director

Sapiens International; Rochelle Park (NJ); On-site; USD 120,000 - 180,000; Full time

Job summary

Sapiens International seeks a Customer Success Director to manage a select portfolio of commercial insurance customers. You will lead a disciplined CS motion, maintain relationships from go-live, and ensure healthy, renewable accounts at scale.

In this role you will own account health, adoption, and expansion signals, coordinating with Sales, Support, Delivery, Product, and Enablement. You will use AI-assisted health monitoring to run the book efficiently.

Qualifications

• 5+ years in a customer-facing role managing a portfolio of accounts.
• Proven track record building Customer Success plans and improving retention.
• Experience running a playbook-led CS motion across many accounts.
• Strong communication, presentation and interpersonal skills.
• Commercial acumen and ability to discuss business drivers with customers.
• Ability to prioritise, report insights, and work autonomously.
• Insurance domain experience or enterprise software serving insurers.
• Familiarity with core insurance platforms and CS tooling.

Responsibilities

• Deliver CS motion for your book aligned to framework and playbooks.
• Be the named CS Manager maintaining relationships from go-live onward.
• Own account health, adoption, and health metrics; report on progress.
• Build templated CS plans linking customer goals to value.
• Protect retention, flag at-risk accounts, and coordinate escalation.
• Coordinate with Sales, Support, Delivery, Product, and Enablement.
• Identify expansion opportunities and pass to Sales.
• Use AI-assisted monitoring to manage a larger book efficiently.

Skills

Customer relationship management

Portfolio management

Playbook-driven CS

Communication & presentation

Negotiation & stakeholder influence

Strategic account growth

Autonomy & ownership

AI health monitoring familiarity

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 escalation 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.

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.