Regional Lead, Customer Service Management

Location: Remote

Job Description:

Leading the strategic direction and operational excellence of a regional Customer Service organization, the North American CSM Lead will build, scale, and manage a high-performing CSM pod aligned to six core operating pillars and global service delivery standards. This leader will be accountable for driving measurable customer outcomes that strengthen retention, increase customer advocacy, and create expansion opportunities, while leveraging agentic AI capabilities and India-based resource pooling to enhance efficiency, scalability, and long-term operational leverage.

Key Responsibilities

• Own the region CSM P&L – headcount plan & ratios.
• Execute the 90-day handoff plan: tickets, quotes, renewals, monitoring, DR, vuln, finance exit
• Build the pod talent strategy – hiring, leveling, career path, cross-training, succession
• Drive cross-product normalization to enable pooled Tier 2/3 coverage
• Define and enforce the CSM standard across the six operating pillars
• Own executive-level escalations; partner with Cloud Ops and Product on systemic issues. Own P1 RCA playbook; hand-deliver at-the-table for strategic accounts
• Drive the cross-product CSM normalization program to enable pooled coverage
• Reporting – own the QBR motion, dashboards, and Voice-of-Customer pipeline to Product
• Own the Success Plan and Service Improvement Plan (SIP) standard

Qualifications/Requirements:

• 12+ years in Customer Success / Service Management / Support leadership in enterprise SaaS
• 5+ years leading globally distributed teams across 2+ regions (incl. an India delivery hub)
• Track record building or restructuring a CSM/service org through a SaaS transformation• Insurance industry exposure (P&C, Life, Reinsurance) or equivalent vertical scale• Strong commercial instinct – links service quality to renewals, references, expansion
• Fluent in ITIL frameworks; experience with ServiceNow CSM/ITSM platforms
• Comfortable embedding AI / agentic tooling into a human service organization
• Executive presence – credible with customer C-suite and Sapiens senior leadership
• Bachelor's required; MBA or relevant master's preferred

At Sapiens, we are dedicated to building a diverse, equitable, and inclusive work environment. We believe that diverse perspectives, backgrounds, and experiences make us stronger and more innovative. We are committed to creating a culture where every individual is valued and can thrive regardless of their race, ethnicity, gender, age, sexual orientation, gender identity, religion, disability, or any other characteristic.

Sapiens is an E-Verified & Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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