Customer Success Director

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Senior

Location Bangladore, India

Working Model Fulltime, Hybrid

Req ID 12345

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Customer Success Director

Req ID: 56655

Location:

Stockholm, SE

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We are building a new Customer Success team and are hiring a Director, Customer Success 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.

Working model & location: Remote - Stockholm, Hybrid - Copenhagen or Remote - Oslo

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 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.

What you will bring (desirable)

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

Familiarity with core insurance platforms (policy administration, claims, or billing).

Experience with Customer Success tooling and AI-assisted health monitoring.

How you will be measured

Gross retention and account health (headline), product adoption, review-cycle discipline, and expansion opportunities flagged to Sales.

We Are

Sapiens International Corporation N.V. is a global leader of AI-centric, SaaS-based insurance software, delivering hyper-relevant experiences that are efficient, compliant, and innovative. With agile intelligence, Sapiens' solutions turn real-time data and human insight into precise action at every moment, across every risk.

The Sapiens platform includes agentic workflows accelerating every capability across policy, underwriting, claims, reinsurance, decisioning, and finance and compliance.

With more than 600 insurers in over 30 countries running on Sapiens, our deep industry expertise is the foundation of our long-term relationships, from initial implementation through to modernization and market transformation.

Sapiens is headquartered in London, serving customers in property and casualty, life, reinsurance, specialty, and workers’ compensation from offices across North America, Europe, the Middle East, and Asia Pacific.

Your Recruitment Journey

We will keep you in the loop, as we focus on providing an inclusive screening and interview process. Each country has a local flavor, but here's what you can expect during our recruitment process:

Apply

Take the first step in our journey by submitting an application that reflects your skills, experiences, and professional aspirations.

1

Review

Your CV will be carefully reviewed by our talent team to explore how your unique skills and potential align with Sapiens' needs and culture

2

Interview

This is your opportunity to shine! Meet with our team, showcase your abilities, and learn more about Sapiens

3

Offer

If there's a great match, we'll extend an offer to welcome you to our team. This is the exciting moment when your new journey begins to take shape

4

Onboard

Once you accept, we'll guide you through a comprehensive onboarding process, introducing you to your new colleagues, roles, and the exciting challenges ahead

5

Disclaimer

Sapiens India does not authorize any third parties to release employment offers or conduct recruitment drives via a third party. Hence, beware of inauthentic and fraudulent job offers or recruitment drives from any individuals or websites purporting to represent Sapiens. Further, Sapiens does not charge any fee or other emoluments for any reason (including without limitation, visa fees) or seek compensation from educational institutions to participate in recruitment events.

Accordingly, please check the authenticity of any such offers before acting on them and were acted upon, you do so at your own risk. Sapiens shall neither be responsible for honoring or making good the promises made by fraudulent third parties, nor for any monetary or any other loss incurred by the aggrieved individual or educational institution.

In the event that you come across any fraudulent activities in the name of Sapiens, please feel free report the incident at sapiens to sharedservices@sapiens.com.