VP, Customer Success
At a glance
VP-level Customer Success role at Sapiens. London.
Pay not stated Customer Success salary
growthroles summary, based on the employer's posting.
What you'll do
- Lead senior relationships across a portfolio of strategic insurance accounts and understand each customer's priorities
- Track account health, create growth plans, and surface risks internally and with customers early
- Run executive business reviews from preparation through value presentation and follow-up
- Increase adoption, shape renewal readiness, and qualify expansion signals for Sales to close
- Coordinate Support, Delivery, and Sales to resolve issues and represent customer feedback to Product
What you bring
- At least eight years across Customer Success, implementation, delivery, or sales with strategic account ownership
- Insurance experience in P&C, Life & Pensions, or Reinsurance, or enterprise software serving insurers
- Background delivering cloud-native or SaaS products and managed solutions
- Executive-level communication, commercial judgment, and the ability to defend insurance-focused value and ROI cases
- Evidence of owning retention and expansion results across a named account portfolio
Who this fits
This role suits a commercially minded senior relationship leader who can operate with C-suite stakeholders and manage several strategic accounts under pressure. You own renewal readiness, expansion qualification, orchestration, and Net Revenue Retention, while Sales closes deals and other teams handle support and delivery. The working model is hybrid with a London base, and customer-site, executive-review, and company-event travel is required.
From the employer
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 customer's 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 customer's 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 customer's 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 customer's behalf.
What you will bring (essential)
- 8+ years relevant experience across Customer Success, implementation / delivery, or sales, managing strategic or named accounts.
- Insurance domain experience (P&C, Life & Pensions, or Reinsurance), or enterprise software serving insurers.
- 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 customer's 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)
- 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.
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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