Customer Success Director

class="jobdescription"> 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 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.

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

Desirable

• 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 .

Apply now »

Apply now

-

Start apply with LinkedIn

-

Apply Now

Start

-

Please wait...

Find similar jobs

• Corporate
• Sapiens Global Community
• FAQs
• My Profile
• career@sapiens.com

-

Opens in a new tab.

-

Opens in a new tab.

-

Opens in a new tab.

-

Opens in a new tab.

-

Opens in a new tab.

• Legal Notice
• Privacy Policy
• Candidate Privacy Policy

© 2025 Copyright Sapiens International. All Rights Reserved.

var url_explore_all_locations = '/lp/Sapiens%20Community/c805ef18b6954472/'

const socialIconsGradientHTML = `

• `

const socialIconsHTML = `

`

const breadcrumbsHTML = `

-

• Jobs

`

const searchResultsTitleHTML = `

120 Search Results for "developer"

`;

const copySVG = ` `

const arrowSVG = ` `

const searchResultHTML = `

Fulltime

Hybrid

Subtitle 2

Resident Evil

`;

const favoriteButtonHTML = `

Add to my Favorites

`;

const myNotificationHTML = `

Message here

`;

const COUNTRIES = {

IN: "India",

US: "United States",

CA: "Canada",

GB: "United Kingdom",

IL: "Israel",

PL: "Poland",

LV: "Latvia",

LT: "Lithuania",

TR: "Türkiye",

PT: "Portugal"

}

const myDefaultSlickSettings = {

infinite: false,

slidesToShow: 3,

accessibility: false,

slidesToScroll: 1,

autoplay: false,

autoplaySpeed: 7 * 1000,

dots: true,

arrows: true,

responsive: [

{

breakpoint: 1024,

settings: {

slidesToShow: 2,

}

},

{

breakpoint: 768,

settings: {

slidesToShow: 1.25,

},

}

],

nextArrow: ' ',

prevArrow: ' ',

}

const myExtraSettings = {

slidesToShow: 4,

responsive: [

{

breakpoint: 1660,

settings: {

slidesToShow: 3,

}

},

{

breakpoint: 1024,

settings: {

slidesToShow: 2,

}

},

{

breakpoint: 768,

settings: {

slidesToShow: 1.25,

},

}

]

}

const singleSlideSettings = {

infinite: false,

slidesToShow: 1,

accessibility: false,

slidesToScroll: 1,

autoplay: false,

autoplaySpeed: 7 * 1000,

dots: true,

arrows: true,

nextArrow: ' ',

prevArrow: ' ',

}

function fixDropDownsAndToggles() {

document.querySelectorAll(".dropdown [data-toggle=collapse]").forEach(function (button) {

button.addEventListener('click', function (ev) {

ev.preventDefault();

ev.stopPropagation()

button.toggleAttribute('aria-expanded')

var target = document.querySelector(button.getAttribute("data-target"))

target.classList.toggle("show")

}, true)

})

document.querySelectorAll(".dropdown [data-toggle=dropdown]").forEach(function (button) {

button.addEventListener('click', function (ev) {

ev.preventDefault();

ev.stopPropagation();

var target = button.closest(".dropdown").querySelector("ul");

target.classList.toggle("show")

}, true)

})

}

function fixCountryInLocation(location) {

var country = location.substring(location.lastIndexOf(',') + 1).trim().toUpperCase();

var addr = location.substring(0, location.lastIndexOf(', ')).trim()

if (country.length == 2) {

country = COUNTRIES[country] || country;

location = (addr ? (addr + ", ") : "") + " " + country;

}

return location

}

function extractJobInfo() {

var reqId = null;

var location = "";

document.querySelectorAll(".joblayouttoken").forEach(function (token) {

if (reqId && location) {

return;

}

var text = token.innerText.trim();

if (text.indexOf("Req ID:") == 0) {

reqId = text.replace(/[^0-9]/g, '');

token.remove();

}

if (text.indexOf("Location:") == 0) {

location = text.replace("Location:", "").trim();

token.remove();

}

})

var h1 = document.querySelector(".joblayouttoken h1");

var position = h1.innerText

location = fixCountryInLocation(location)

return { reqId, location, position };

}

function setupFavoriteButton(elem, jobId) {

function setStarState(star, is_active) {

const starContainer = star.closest(".star-container")

if (is_active) {

starContainer.title = "Remove Job from Favorites"

} else {

starContainer.title = "Add Job to Favorites"

}

star.classList.toggle("active", is_active);

const favElem = star.closest(".add-to-favorites");

const starLink = favElem.querySelector(".star-link")

if (starLink) {

starLink.innerHTML = !is_active ? `Add to my Favorites` : `Remove from my Favorites`

}

}

elem.setAttribute('data-favorite-job-id', jobId)

var starContainer = elem.querySelector(".star-container")

var starLink = elem.querySelector(".star-link")

var star = htmlStringToElement(starSVG)

starContainer.appendChild(star);

const bookmarks = JSON.parse(localStorage.getItem("jobBookmarks") || "{}");

var state = bookmarks[jobId];

setStarState(star, !!state)

const starClick = function (ev) {

ev.preventDefault();

ev.stopPropagation();

const bookmarks = JSON.parse(localStorage.getItem("jobBookmarks") || "{}");

var state = bookmarks[jobId];

if (!state) {

var card = elem.closest(".my-search-result");

if (card) {

bookmarks[jobId] = {

location: card.querySelector('.location').innerText.trim(),

position: card.querySelector('.position').innerText.trim(),

href: card.href,

jobId: jobId,

};

} else {

bookmarks[jobId] = {

location: document.querySelector(".value-location").innerText.trim(),

position: document.querySelector(".joblayouttoken h1").innerText.trim(),

href: window.location.href,

jobId: jobId,

};

}

notify("Job added to Favorites")

} else {

delete bookmarks[jobId];

notify("Job removed from Favorites")

}

localStorage.setItem("jobBookmarks", JSON.stringify(bookmarks));

document.querySelectorAll(`[data-favorite-job-id="${jobId}"] .star`).forEach(el => setStarState(el, !state, false))

}

star.addEventListener("click", starClick)

if (starLink) {

starLink.addEventListener('click', starClick)

}

}

function fixJobPage() {

try {

if (!document.body.classList.contains("job-page")) {

return

}

var jobName = document.querySelector(".joblayouttoken h1").textContent

document.querySelectorAll(".job-name").forEach(el => el.textContent = jobName)

document.querySelectorAll(".joblayouttoken *").forEach(function (elem) {

if (elem.style) {

if (elem.style.fontFamily) {

elem.style.fontFamily = "";

}

if (elem.style.fontSize) {

elem.style.fontSize = "";

}

if (elem.style.lineHeight) {

elem.style.lineHeight = "";

}

}

})

var jobId = document.querySelector("[data-careersite-propertyid=facility]").textContent.trim();

var linkedInMode = true;

var apply = document.querySelector(".btn-social-apply");

if (!apply) {

linkedInMode = false

apply = document.querySelector(".dialogApplyBtn");

apply.innerText = "Apply now"

}

apply.classList.add("normal-link")

var cloned = apply.cloneNode(true)

var cloned2 = apply.cloneNode(true)

var container = document.querySelector(".apply-btn-container")

container.appendChild(cloned)

var tokens = document.querySelectorAll(".joblayouttoken");

const lastToken = tokens.length ? tokens[tokens.length - 1] : null;

if (lastToken) {

if (linkedInMode) {

lastToken.after(document.querySelector(".social-apply-button-container"))

} else {

var boo = htmlStringToElement('

')

lastToken.after(boo)

boo.appendChild(cloned2)

}

}

var info = extractJobInfo()

document.querySelector(".job-header-container .value-location").innerText = info.location

document.querySelector(".job-header-container .value-req-id").innerText = info.reqId

// swap between h1 and job header

var jobHeader = document.querySelector(".job-header-container").closest(".customPlugin")

var h1Container = document.querySelector(".joblayouttoken h1").closest(".joblayouttoken")

if (jobHeader && h1Container) {

h1Container.after(jobHeader)

// h1Container.remove()

}

var buttonsContainer = document.querySelector(".joblayouttoken+.social-apply-button-container");

buttonsContainer.style.display = 'flex'

btn = htmlStringToElement(favoriteButtonHTML)

buttonsContainer.appendChild(btn)

document.querySelectorAll(".add-to-favorites").forEach(function (elem) {

setupFavoriteButton(elem, jobId)

});

if (linkedInMode) {

var lastSubmitBtn = [...document.querySelectorAll(".social-apply-button-container")].pop();

} else {

var lastSubmitBtn = [...document.querySelectorAll(".dialogApplyBtn")].pop();

}

lastSubmitBtn.remove()

var copyContainer = document.querySelector(".copy-container")

var copyLink = document.querySelector(".copy-link")

var copy = htmlStringToElement(copySVG)

copyContainer.appendChild(copy);

copyLink.addEventListener('click', function (ev) {

ev.preventDefault();

ev.stopPropagation();

navigator.clipboard.writeText(window.location.href);

notify("Link copied to clipboard")

})

console.log(info)

if (info.country === 'IN') {

document.querySelector(".section.disclaimer").style.display = 'block'

} else {

document.querySelector(".section.disclaimer").style.display = 'none'

}

} catch (ex) {

console.warn("fixJobPage failed", ex)

}

}

function fixSearchResultsPage() {

try {

if (!document.body.classList.contains("search-page")) {

return

}

// breadcrumbs

var before = document.querySelector(".search-page #search-wrapper")

before && before.after(htmlStringToElement(searchResultsTitleHTML))

before && before.after(htmlStringToElement(breadcrumbsHTML))

var options = {

addH1: true,

};

fixSearch(options);

var child = document.querySelector("#search-wrapper");

child.style.visibility = "visible";

var child = document.querySelector("#search-wrapper .span6");

if (child) {

child.classList.remove("col-sm-6")

child.parentNode.classList.add("container")

var child = document.querySelector("#search-wrapper .frequencySpinBtn");

child.type = "text"

child.oninput = null;

var child = document.querySelector("#search-wrapper #savesearch-link");

child.classList.add("form-control")

var label = document.querySelector(".subscribe-frequency-label label");

label.innerHTML = ` Job Alert: I want to receive an alert every`

var child = document.querySelector("#search-wrapper .subscribe-frequency-label");

const textNode = document.createElement("label");

textNode.innerHTML = "days";

child.appendChild(textNode)

}

var bs = document.querySelectorAll(".paginationLabel b");

var count = bs.length > 1 ? bs[1].textContent : 0;

document.querySelector(".search-results-title .number").textContent = count

var searchQuery = document.querySelector(".securitySearchQuery").textContent.trim();

searchQuery = searchQuery.substring(1, searchQuery.length - 2);

document.querySelector(".search-results-title .for-query").textContent = searchQuery ? `for "${searchQuery}"` : '';

renderSearchResults();

doPagination();

} catch (ex) {

console.warn("fixSearchResultsPage failed", ex)

}

}

function doPagination() {

function convertPagination() {

// Find the original pagination

const originalPagination = document.querySelector('.pagination-bottom .pagination');

if (!originalPagination) {

console.error('Original pagination not found');

return;

}

// Extract pagination data from original structure

const paginationData = extractPaginationData(originalPagination);

// Create new Figma-style pagination

const newPaginationDesktop = createFigmaPagination(paginationData, 7);

const newPaginationMobile = createFigmaPagination(paginationData, 4);

newPaginationDesktop.classList.add("flex-on-desktop")

newPaginationMobile.classList.add("flex-on-mobile")

// Insert into target container

const targetContainer = document.getElementById('converted-pagination');

targetContainer.innerHTML = '';

targetContainer.appendChild(newPaginationDesktop);

targetContainer.appendChild(newPaginationMobile);

}

function extractPaginationData(originalPagination) {

const data = {

pages: [],

currentPage: 1,

firstPageUrl: '',

lastPageUrl: '',

totalPages: 0,

totalItems: 0,

itemsPerPage: 15,

currentItemStart: 1,

currentItemEnd: 15

};

// Extract pagination info from label (e.g., "Results 1 - 15 of 299")

const paginationContainer = originalPagination.closest('.pagination-bottom') ||

originalPagination.closest('.paginationShell') ||

document;

const paginationLabel = paginationContainer.querySelector('.paginationLabel');

if (paginationLabel) {

const labelText = paginationLabel.textContent || paginationLabel.innerText;

// Parse "Results 1 - 15 of 299" format

const resultsMatch = labelText.match(/Results?\s+(\d+)\s*[ - -]\s*(\d+)\s+of\s+(\d+)/i);

if (resultsMatch) {

data.currentItemStart = parseInt(resultsMatch[1]);

data.currentItemEnd = parseInt(resultsMatch[2]);

data.totalItems = parseInt(resultsMatch[3]);

data.itemsPerPage = data.currentItemEnd - data.currentItemStart + 1;

data.totalPages = Math.ceil(data.totalItems / data.itemsPerPage);

data.currentPage = Math.floor((data.currentItemStart - 1) / data.itemsPerPage) + 1;

}

// Alternative: Parse "Page X of Y" format from srHelp

const srHelp = paginationContainer.querySelector('.srHelp');

if (srHelp && !resultsMatch) {

const pageMatch = srHelp.textContent.match(/Page\s+(\d+)\s+of\s+(\d+)/i);

if (pageMatch) {

data.currentPage = parseInt(pageMatch[1]);

data.totalPages = parseInt(pageMatch[2]);

}

}

}

const listItems = originalPagination.querySelectorAll('li');

let foundCurrentPage = false;

listItems.forEach(li => {

const link = li.querySelector('a');

if (!link) return;

// Check for first page link

if (link.classList.contains('paginationItemFirst')) {

data.firstPageUrl = link.href;

}

// Check for last page link

else if (link.classList.contains('paginationItemLast')) {

data.lastPageUrl = link.href;

// Try to extract total pages from last page URL

const urlParams = new URLSearchParams(link.href.split('?')[1] || '');

const startRow = urlParams.get('startrow');

if (startRow && data.itemsPerPage) {

const lastPageStart = parseInt(startRow);

const calculatedTotalPages = Math.floor(lastPageStart / data.itemsPerPage) + 1;

if (calculatedTotalPages > data.totalPages) {

data.totalPages = calculatedTotalPages;

}

}

}

// Check for numbered pages (ignore hidden-phone class, it's just for responsive design)

else if (link.textContent.match(/^\d+$/)) {

const pageNum = parseInt(link.textContent);

const isActive = li.classList.contains('active');

if (isActive) {

data.currentPage = pageNum;

foundCurrentPage = true;

}

data.pages.push({

number: pageNum,

url: link.href,

isActive: isActive,

title: link.title || `Page ${pageNum}`

});

// Update total pages based on visible page numbers

data.totalPages = Math.max(data.totalPages, pageNum);

}

});

// If we didn't find current page from results label, but found it from active class, recalculate

if (!foundCurrentPage && data.pages.length > 0) {

// Find the active page from the pages array

const activePage = data.pages.find(p => p.isActive);

if (activePage) {

data.currentPage = activePage.number;

}

}

// Final calculation if we have total items but not total pages

if (data.totalItems > 0 && data.itemsPerPage > 0 && data.totalPages === 0) {

data.totalPages = Math.ceil(data.totalItems / data.itemsPerPage);

}

// Ensure we have at least the current page in totalPages

if (data.totalPages

`;

prevLi.appendChild(prevLink);

ul.appendChild(prevLi);

// Add page numbers

pagesToShow.forEach(item => {

const li = document.createElement('li');

if (item.type === 'dots') {

li.className = 'dots';

li.textContent = '...';

} else {

// Find existing page data or generate URL

let pageData = data.pages.find(p => p.number === item.page);

if (!pageData && item.page = data.totalPages) {

nextLink.style.opacity = '0.5';

nextLink.style.pointerEvents = 'none';

}

nextLink.innerHTML = `

`;

nextLi.appendChild(nextLink);

ul.appendChild(nextLi);

return ul;

}

// Updated to handle current page in middle:

function calculatePagesToShow(currentPage, totalPages, maxVisible = 7) {

const pages = [];

if (totalPages <= maxVisible) {

// Show all pages if total is small

for (let i = 1; i <= totalPages; i++) {

pages.push({ type: 'page', page: i });

}

} else {

// Always show first page

pages.push({ type: 'page', page: 1 });

// Calculate the range around current page

const sidePages = Math.floor((m