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

56654

Location

New Jersey, Rochelle Park, US

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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