Director, Customer Value Delivery

Title:

Director, Customer Value Delivery

Remote

The Director, Customer Value Delivery (CVD) owns the execution and delivery integrity of Sapiens customer programs. This role sits within the Delivery Success team and is the primary accountable leader for program governance, milestone management, and value delivery inside a customer engagement.

The CVD is a senior delivery leader who brings deep insurance industry fluency, commercial discipline, and the judgment to manage complex, multi-workstream programs with clarity and speed. The role is accountable for ensuring that every milestone is delivered to agreed exit criteria, that every risk is visible before it becomes a crisis, and that the delivery model operates at the pace that shortens time-to-value for the customer.

The CVD operates an AI-native delivery model in which the execution layer is progressively automated, enabling the role to focus on discernment, governance, and the customer relationship. The role works in close partnership with the Customer Success team, together stewarding the Customer Value Journey – the end‑to‑end path from implementation through to long‑term success and value realization. Commercial outcomes – NRR, ARR, account margin, and customer referenceability – are shared responsibilities.

• End-to-end delivery ownership
  :
  Leads the full program lifecycle from initiation through planning, execution, and closure. Accountable for delivery on time, within scope, and within budget across all work streams – including platform implementation, integration, data migration, and business change.
• Time to Value
  :
  Owns the pace at which the customer realizes measurable business outcomes from the Sapiens engagement. Defines the time‑to‑value baseline at program initiation, tracks progress at every milestone, and uses delivery decisions to actively shorten it.
• AI-led SaaS implementation velocity
  :
  Moves programs toward faster implementation cycles consistent with Sapiens' AI‑led SaaS delivery model, applying configuration‑over‑customization discipline.
• Commercial Outcomes
  :
  In partnership with Customer Success, owns NRR contribution of the customer portfolio, drives expansion levers, and reports against them.
• Growth
  :
  Identifies upsell and cross‑sell potential during delivery and converts insight into pipeline opportunities.
• AI-native execution model
  :
  Operates a delivery model in which AI supports execution activities such as status tracking, risk summarization, documentation, and reporting cadence.

• Milestone ownership
  :
  Defines, manages, and tracks program milestones with clear definitions of done, agreed exit criteria, and formal customer acceptance.
• Exit criteria discipline
  :
  Works with the customer to agree exit criteria at the start of each phase; manages scope through change orders aligned to those criteria.
• Milestone-based billing alignment
  :
  Ensures delivery milestones align with billing triggers and commercial events.
• Risk and dependency management
  :
  Maintains a live program risk register, manages interdependencies across teams, and drives resolution proactively.

• Insurance domain depth
  :
  Develops deep understanding of the customer's business, operating model, and regulatory environment.
• Customer relationship ownership
  :
  Holds the customer relationship at the program level, including C‑suite engagement and trust‑based partnership.

• Customer relationship ownership at the program level
  :
  Holds the customer relationship at the C‑suite level on substance and trust. Is the person the customer calls when something genuinely matters.
• Proactive escalation management
  :
  Anticipates delivery risks and customer concerns, addressing issues before they escape.
• Customer Success partnership
  :
  Works in close coordination with the Customer Success Manager on the account. The PDCA owns delivery execution; the CS team owns the commercial relationship and expansion trajectory. Together, the PDCA and CS team own the Customer Value Journey – the handoff…