Note: The job is a remote job and is open to candidates in USA. Sapiens is a global provider of core software for the insurance industry. The VP of Customer Success will own strategic insurance customer relationships, account health, retention, growth planning, product adoption, executive business reviews, and Net Revenue Retention across a portfolio of accounts.
Responsibilities
- 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
Skills
- 8+ years relevant experience across Customer Success, implementation / delivery, or sales, managing strategic or named accounts
- 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
- Insurance domain depth: strong knowledge of the P&C, Life & Pensions, or Reinsurance space, industry trends, and the economics of an insurer
- 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
- Experience with cloud-native or SaaS delivery and managed solutions
- Working within a born-in-the-cloud software company
Benefits
- Remote - East Coast, US
Company Overview