Customer Success Director

About the role

Sapiens International is building a new Customer Success team to support its commercial insurance customers. As Customer Success Director you will own a portfolio of accounts, ensuring they remain healthy, adopt the platform, and are positioned for renewal.

Key responsibilities

• Deliver Sapiens' Customer Success motion using defined playbooks and tier coverage models.
• Maintain strong relationships with customers from go‑live onward, acting as the named point of contact.
• Own account health and product adoption, tracking usage metrics and intervening early when risk appears.
• Run standardized review cycles and create templated Success plans that tie customer business goals to product value.
• Identify at‑risk accounts, coordinate escalation, and involve internal stakeholders to resolve issues.
• Orchestrate collaboration between Sales, Support, Delivery, Product, and Enablement to provide a seamless customer experience.
• Spot cross‑sell and upsell opportunities aligned with the customer’s strategy and pass them to the Sales team.
• Leverage AI‑assisted monitoring and health triggers to manage a larger book efficiently.

Required profile

• 5+ years in a customer‑facing role (Customer Success, account management, consulting or support) managing a portfolio of accounts.
• Experience in the insurance domain (P&C, Life & Pensions, or Reinsurance) or enterprise software serving insurers.
• Proven track record of building Customer Success plans and delivering measurable retention and health outcomes (e.g., gross retention, NPS).
• Ability to run a consistent, playbook‑led Customer Success motion across many accounts.
• Strong communication, presentation and interpersonal skills with the ability to influence and negotiate.
• Commercial acumen and the capacity to understand customers' business drivers.
• Excellent prioritisation, reporting and analytical skills, synthesising key insights for stakeholders.
• Self‑directed, ownership‑focused mindset with a design‑thinking, root‑cause problem‑solving approach.