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 & Civilily, 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.
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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:
Apply
Apply
Take the first step in our journey by submitting an application that reflects your skills, experiences, and professional aspirations.
1
Review
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
2
Interview
Interview
This is your opportunity to shine! Meet with our team, showcase your abilities, and learn more about Sapiens
3
Offer
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
4
Onboard
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 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.
