SVP, Customer Success
At a glance
Mid-level Customer Success role at Sapiens. London.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Lead, coach, and grow Customer Success Managers across the region’s Strategic and Commercial customer tiers
- Plan account coverage and capacity, assigning the right CSM while maintaining consistent global playbooks
- Own regional retention, expansion, customer health, forecasting, and escalation of high-risk accounts
- Represent regional Customer Success with Sales, Delivery, and Support leaders, then report into global leadership
- Personally manage a small set of strategic accounts and model C-suite customer engagement
What you bring
- At least ten years in Customer Success or account management, including three years managing CSMs or account managers
- Insurance experience or enterprise software experience serving insurers, covering P&C, Life and Pensions, or Reinsurance
- Background with cloud-native or SaaS delivery, managed solutions, and retention and expansion results
- Experience building a consistent, playbook-based Customer Success approach at scale
- Executive-level commercial judgment, including value, ROI, and business-case discussions with C-suite buyers
Who this fits
This suits a player-coach who can lead a regional team while staying directly involved with strategic executive accounts. You’ll work from London in a flexible hybrid setup and travel across the region for customer sites, executive reviews, and events. The role leads Customer Success but coordinates with Sales, Support, and Delivery rather than managing those functions.
From the employer
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 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 & 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 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.
- Insurance domain experience (P&C, Life & Pensions, or Reinsurance), or enterprise software serving insurers.
- 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)
- 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.
Sapiens is an equal opportunity employer. We value diversity and strive to create an inclusive work environment that embraces individuals from diverse backgrounds.
Natalie.Smith@sapiens.com is your contact for any questions. We kindly ask that you apply through our website or LinkedIn.
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