At a Glance
- Tasks: Lead strategic insurance accounts and ensure customer success and growth.
- Company: Join Sapiens International, a global leader in insurance software solutions.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional development.
- Other info: Dynamic role with a focus on retention and expansion in a collaborative environment.
- Why this job: Make a real impact by driving customer success at the C-suite level.
- Qualifications: 8+ years in Customer Success or related fields with strong executive presence.
The predicted salary is between 40500 - 49500 £ per year.
We are hiring a VP, Customer Success Manager to own our most strategic insurance customers.
You will be the customer's senior point of continuity across Support, Delivery, and Sales, and the person accountable for retaining and growing the revenue in your portfolio.
This is a named, senior relationship role for people who operate at C-suite level and think commercially – not a shared-queue support function.
Working Model
- Hybrid Flexible - London base
- 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 most strategic customers beyond go-live.
What you will do
- Own the senior relationship for a portfolio of strategic insurance accounts, developing a deep, cross-functional understanding of each customer's business and priorities.
- Own account health and the growth plan for each account; ensure visibility of account and programme health internally and with the customer, and act early on risk.
- Run the full executive business review cycle: preparation, delivery, value story, and follow-through.
- Drive product adoption across your accounts so customers achieve maximum value, and provide early insight and adoption recommendations on new products and features.
- Build the value case that makes each account renewal-ready ahead of the renewal conversation (you do not sign it).
- Identify and qualify expansion opportunities and hand them to Sales to close. You own the signal, not the sale.
- Orchestrate Support, Delivery, and Sales, taking point to drive customer issues to resolution through a standard methodology, so the customer experiences one relationship, not four functions.
- Act as the account-level voice of the customer, feeding feedback into Sapiens' product and Voice-of-Customer loop.
- Carry accountability for Net Revenue Retention across your portfolio.
- Scope
You own the customer's success and growth.
You do not carry a sales quota or close deals, run support tickets, or run implementation projects – Sales, Support, and Delivery own those.
You make accounts renewable, qualify expansion, orchestrate, and escalate on the customer's behalf.
- What you will bring (essential)
- 8+ years relevant experience across Customer Success, implementation / delivery, or sales, managing strategic or named accounts.
- Executive presence and communication: able to define a vision, build a persuasive business case, establish personal credibility, and resolve conflicting views at C-suite level.
- Commercial fluency: able to build and defend a value and ROI narrative in the customer's own insurance terms.
- A track record of owning retention and expansion outcomes (NRR / gross retention) on a named book of accounts.
- Able to manage multiple strategic accounts and initiatives simultaneously and under pressure.
- Willingness to travel to customer sites, executive reviews, and company events.
- What you will bring (desirable)
- Insurance domain depth: strong knowledge of the P&C, Life & Pensions, or Reinsurance space, industry trends, and the economics of an insurer.
- Account planning and growth-plan coordination across multiple work streams.
- Customer-side coaching and change-management experience – executing a plan and adapting to obstacles, not just defining it.
- Experience with cloud-native or Saa S delivery and managed solutions.
- How you will be measured
Net Revenue Retention (headline), gross retention, account health, executive engagement, and qualified expansion pipeline handed to Sales.
VP of Customer Success in London employer: Sapiens
Sapiens is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for experienced professionals to thrive. With a strong commitment to employee growth, we offer extensive training and development opportunities, alongside a competitive benefits package that supports work-life balance. Located in a dynamic environment, our team enjoys the unique advantage of working on cutting-edge cloud technologies while contributing to impactful solutions in the SaaS space.
StudySmarter Expert Advice🤫
We think this is how you could land VP of Customer Success in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sapiens. 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 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 VP of 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:Your cover letter is your chance to shine! Tell us why you want to work at Sapiens 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!
How to prepare for a job interview at Sapiens
✨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.
