At a Glance
- Tasks: Manage customer relationships and ensure their success with our software solutions.
- Company: Join Sapiens International, a leader in insurance software solutions.
- Benefits: Enjoy a supportive work culture, competitive salary, and opportunities for growth.
- Other info: Diverse and inclusive workplace that values your unique background.
- Why this job: Make a real impact by helping customers thrive and grow with our innovative products.
- Qualifications: 5+ years in customer-facing roles with strong relationship management skills.
The predicted salary is between 40500 - 49500 £ per year.
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 Manager 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.
Desirable
- 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.
is your contact for any questions. We kindly ask that you apply through our website or Linked In.
Customer Success Manager in Slough 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 Customer Success Manager in Slough
✨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 Customer Success Manager in Slough
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.
