Customer Success Director

Customer Success Director

Location New Jersey, Rochelle Park, United States Working Model Fulltime, Hybrid

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. Working model/Location: Remote - Rochelle Park, New Jersey, United States. We are hiring a Customer Success Director to look after a portfolio of our commercial insurance customers through a consistent, playbook-led motion. You will be the named contact for a larger book of accounts, accountable for keeping them healthy and renewable at scale. This is a one-to-few role for people who run a disciplined, repeatable Customer Success motion and work with customers' operational owners day to day, rather than at C-suite level.

Key Responsibilities:

• 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.

Experience Required:

• 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.
• Insurance domain experience (P&C, Life & Pensions, or Reinsurance), or enterprise software serving insurers.
• 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.

Desirable:

• Familiarity with core insurance platforms (policy administration, claims, or billing).
• Experience with Customer Success tooling and AI-assisted health monitoring.
• Working within a born-in-the-cloud or cloud-native software company.

Sapiens is an equal opportunity employer. We value diversity and strive to create an inclusive work environment that embraces individuals from diverse backgrounds. View email address on click.appcast.io is your contact for any questions.