Customer Success Director

About the role

We are building a new Customer Success team for our commercial insurance portfolio. As Customer Success Director you will be the primary contact for a large book of accounts, ensuring they remain healthy, adopt our solutions, and renew at scale.

Key responsibilities

• Deliver Sapiens' Customer Success motion using defined frameworks, playbooks, and tier coverage.
• Maintain strong, credible relationships with customers from go‑live onward, following a steady cadence.
• 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 align customer goals with Sapiens value.
• Protect the retention floor by identifying at‑risk accounts and coordinating escalation with internal stakeholders.
• Orchestrate Sales, Support, Delivery, Product, and Enablement to provide a seamless customer experience.
• Identify cross‑sell and upsell opportunities and pass qualified signals to the Sales team.
• Leverage AI‑assisted monitoring and health triggers to manage a large portfolio efficiently.

Required profile

• 5+ years in a customer‑facing role (Customer Success, account management, consulting, or support) managing a portfolio of accounts.
• Proven track record of building Customer Success plans and delivering measurable retention and health outcomes (e.g., gross retention, NPS).
• Experience running 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 ability to understand customers' business drivers.

Required skills