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Sapiens
Customer Success Director
Career Insights for Director of Customer Service
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What they do
A Director of Customer Service directs customer service activities for a company. Develops and directs the implementation of customer service policies for company products and oversees customer service staff. Analyzes customer sales and service data and customer feedback.
$161,948 / year median in the U.S.
+2% projected growth
Job Description
Sign in with Google Use your Google account to sign into efinancialcareers. Sign in with Google Sign in with Google. Opens in new tab Customer Success Director Sapiens Rochelle, United States Apply now Save Posted 19 hours ago Permanent Competitive Customer Success Director Sapiens Rochelle, United States Apply now Save Customer Success Director 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/
Smith@sapiens.com is your contact for any questions. We kindly ask that you apply through our website or LinkedIn. 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. Job
Location:
Remote- Rochelle Park, New Jersey, United States.
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.
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. 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.
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. 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. Natalie.Smith@sapiens.com is your contact for any questions. We kindly ask that you apply through our website or LinkedIn. 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. Job
ID 56654
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