At a Glance
- Tasks: Lead a dynamic Customer Success team while managing key strategic accounts.
- Company: Join Sapiens, a global leader in AI-driven insurance software.
- Benefits: Enjoy a hybrid work model, competitive salary, and growth opportunities.
- Other info: Be part of a collaborative culture focused on customer success and innovation.
- Why this job: Make a real impact in the insurance industry with innovative solutions.
- Qualifications: 10+ years in Customer Success with leadership experience required.
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.
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 flavour, but here's what you can expect during our recruitment process:
- Apply: Take the first step in our journey by submitting an application that reflects your skills, experiences, and professional aspirations.
- Review: Your CV will be carefully reviewed by our talent team to explore how your unique skills and potential align with Sapiens' needs and culture.
- Interview: This is your opportunity to shine! Meet with our team, showcase your abilities, and learn more about Sapiens.
- Offer: If there's a great match, we'll extend an offer to welcome you to our team. This is the exciting moment when your new journey begins to take shape.
- Onboard: Once you accept, we'll guide you through a comprehensive onboarding process, introducing you to your new colleagues, roles, and the exciting challenges ahead.
SVP Customer Success in London employer: Sapiens International
Sapiens International is an excellent employer, offering a dynamic and inclusive work culture that fosters collaboration and innovation. With a strong focus on employee growth, the company provides ample opportunities for career advancement within the revenue operations field, particularly for those passionate about enhancing deal governance in a SaaS environment. Located in a vibrant area, Sapiens promotes a healthy work-life balance and values the contributions of its team members.
StudySmarter Expert Advice🤫
We think this is how you could land SVP Customer Success in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sapiens International. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sapiens International before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace SVP Customer Success in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sapiens International:Your cover letter is your chance to shine! Tell us why you want to work at Sapiens International specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sapiens International!
How to prepare for a job interview at Sapiens International
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
