Regional Lead, Customer Service Management

Sapiens is seeking a Regional Lead Customer Service Management. You will lead the strategic direction and operational excellence of a regional Customer Service organization and 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
• Bachelors required; MBA or relevant masters 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.

#LI-Remote