VP of Customer Success

We are building a new Customer Success team and are hiring a VP of Customer Success to own our most strategic insurance customers. You will be the customers 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 customers 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 customers 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 customers behalf.

What you will bring (essential)

• 8 years relevant experience across Customer Success implementation / delivery or sales managing strategic or named accounts.
• Experience with cloud-native or SaaS delivery and managed solutions.
• 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 customers 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 SaaS delivery and managed solutions.
• Working within a born-in-the-cloud 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 LinkedIn.