Description
We are building a new Customer Success team and are hiring a VP Customer Success 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.
Working model & location: Hybrid (Flexible), Johannesburg
About Sapiens
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.
We are building a new Customer Success team and are hiring a VP Customer Success 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.
Working model & location: Hybrid (Flexible), Johannesburg
About Sapiens
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.
Requirements
What you will bring (desirable)
- 8+ 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.
What you will bring (desirable)
- Familiarity with core insurance platforms (policy administration, claims, or billing).
- Experience with Customer Success tooling and AI-assisted health monitoring.
- Experience with cloud-native or SaaS delivery and managed solutions.