SVP, Customer Success

We are building a new Customer Success team and are hiring an SVP of Customer Success to run Customer Success in the UK. This is a player-coach role: you will lead the team and be accountable for the regions 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 regions 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.
• Experience with cloud-native or SaaS delivery and managed solutions.

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 LinkedIn.