SVP, Customer Success

We are building a new Customer Success team and are hiring a SVP of Customer Success to own our most strategic insurance customers. You will be the customer's senior point of continuity across Support, Delivery, and Sales, and the person accountable for retaining and growing the revenue in your portfolio. This is a named, senior relationship role for people who operate at C-suite level and think commercially – not a shared-queue support function.

Working Model: Remote - East Coast, US

Lead and develop the team

• Lead, coach, and develop a regional team of Customer Success Managers across the Strategic and Commercial tiers.
• Own capacity and coverage planning across the regional book – the right CSM on the right account at the defined tier coverage ratios.
• Set and uphold one global Customer Success standard and shared playbooks consistently across the region.
• Hire, onboard, and performance-manage CSMs, and build a bench for growth.

Own the region

• Own regional Customer Success outcomes: aggregate Net Revenue Retention, gross retention, and account health across the region.
• Run the regional operating rhythm – health and risk reviews, forecasting, and escalation of the most at-risk accounts.
• Represent regional Customer Success to in-region Sales, Delivery, and Support leadership, and roll the region up to the Head of Global Customer Success.

Carry your own book

• Personally own a small book of the region's most strategic accounts – staying hands-on at C-suite level and modelling the standard you set for the team.

Scope:
You lead the regional Customer Success team and carry a personal account book. Your team owns customers' success and growth – not their contracts, tickets, or implementation projects, which sit with Sales, Support, and Delivery. You do not line-manage Sales, Support, or Delivery in the region; you orchestrate across them.

• 10+ years in Customer Success or account management, including 3+ years leading or managing a team of CSMs or account managers.
• Insurance domain experience (P&C, Life & Pensions, or Reinsurance), or enterprise software serving insurers.
• Experience with cloud-native or SaaS delivery and managed solutions.
• Working within a born-in-the-cloud software company.
• A track record of owning retention and expansion outcomes (NRR / gross retention) across a portfolio or a team.
• Player-coach credibility: able to personally run strategic C-suite relationships while leading a team.
• Experience building and running a consistent, playbook-led Customer Success motion at scale.
• Executive presence and commercial fluency: able to build and defend a value and ROI narrative and a persuasive business case at C-suite level.
• Willingness to travel across the region to customer sites, executive reviews, and events.

Desirable:

• Experience hiring and scaling a Customer Success team within a defined coverage and capacity model.
• Knowledge of Sapiens' product suite (e.g. IDIT, TIA, AdvantageGo) or comparable core insurance platforms (policy administration, claims, or billing).
• Change-management or transformation experience – executing at scale and adapting to obstacles.