Description:
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.
What You Will Do
- Deliver Sapiens' Customer Success motion for your book in line with the defined framework, playbooks, and tier coverage model.
- Be the named Customer Success Manager and maintain strong customer relationships built on credibility, consistency, and value, from go-live onward at a steady cadence.
- Own account health and product adoption across the book; track and report on adoption, usage, and health metrics, and act early where an account starts to slip.
- Run a consistent, standardised review cycle and build templated Customer Success plans that connect each customer's business goals to the value they get from Sapiens.
- Protect the retention floor: identify at-risk accounts early and orchestrate and mediate escalation resolution by pulling in the right internal stakeholders.
- Orchestrate Sales, Support, Delivery, Product, and Enablement so the customer experiences one coordinated relationship, coordinating training and resources as needed.
- Identify expansion (cross-sell and upsell) opportunities aligned to the customer's strategy and pass them to Sales to progress. You own the signal, not the sale.
- Use AI-assisted monitoring and standard health triggers to run a larger book efficiently.
Scope
You own the customer's success and growth from point of sale onward. You do not carry a sales quota or close deals, run support tickets, or run implementation projects – Sales, Support, and Delivery own those. You protect retention, flag expansion, and escalate on the customer's behalf.
What You Will Bring (essential)
- 5+ years in a customer-facing role (Customer Success, account management, consulting, or customer support) managing a portfolio of accounts, including relationship management and issue resolution.
- A track record of building Customer Success plans and delivering measurable retention and account-health outcomes (e.g. gross retention, NPS).
- Experience running a consistent, playbook-led Customer Success motion across many accounts at once.
- Strong communication, presentation, and interpersonal skills, with the ability to influence, negotiate, and challenge stakeholders.
- Commercial and business acumen – able to understand and speak to customers' business drivers.
- Strong prioritisation and reporting skills; able to synthesise and communicate key insights.
- Able to work autonomously with ownership and accountability, with a design-thinking, root-cause approach to problem-solving.