SVP Customer Success
Remote
Job Summary
Lead and develop a regional team of Customer Success Managers across Strategic and Commercial tiers, while personally carrying a small book of the most strategic accounts at the C-suite level. Own regional outcomes including aggregate Net Revenue Retention, gross retention, and account health, and run the operating rhythm through health reviews, forecasting, and risk escalations. Set and uphold a global Customer Success standard and shared playbooks consistently across the APAC region. Represent the region to Sales, Delivery, and Support leadership, and roll the region up to the Head of Global Customer Success. Model the standard you set for the team by staying hands-on on key relationships.
Required Qualifications
- 10+ years in Customer Success or account management
- 3+ years leading or managing a team of CSMs or account managers
- 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
Desired Qualifications
- Insurance domain experience (P&C, Life & Pensions, or Reinsurance), or enterprise software serving insurers
- 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
- Experience with cloud-native or SaaS delivery and managed solutions
- Working within a born-in-the-cloud software company
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