Regional Customer Service Management Lead
SAPIENS•Remote, OR
•Remote
About The Position
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.
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
Nice To Haves
- MBA or relevant master's preferred
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
Benefits
- Sapiens is an E-Verified & Equal Opportunity / Affirmative Action Employer.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
