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Title: 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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We Are
Sapiens International Corporation N.V. is a global leader of AI-centric, SaaS-based insurance software, delivering hyper-relevant experiences that are efficient, compliant, and innovative. With agile intelligence, Sapiens' solutions turn real-time data and human insight into precise action at every moment, across every risk.
The Sapiens platform includes agentic workflows accelerating every capability across policy, underwriting, claims, reinsurance, decisioning, and finance and compliance.
With more than 600 insurers in over 30 countries running on Sapiens, our deep industry expertise is the foundation of our long-term relationships, from initial implementation through to modernization and market transformation.
Sapiens is headquartered in London, serving customers in property and casualty, life, reinsurance, specialty, and workers' compensation from offices across North America, Europe, the Middle East, and Asia Pacific.
Your Recruitment Journey
We will keep you in the loop, as we focus on providing an inclusive screening and interview process. Each country has a local flavor, but here's what you can expect during our recruitment process:
Apply
Take the first step in our journey by submitting an application that reflects your skills, experiences, and professional aspirations.
1
Review
Your CV will be carefully reviewed by our talent team to explore how your unique skills and potential align with Sapiens' needs and culture
2
Interview
This is your opportunity to shine! Meet with our team, showcase your abilities, and learn more about Sapiens
3
Offer
If there's a great match, we'll extend an offer to welcome you to our team. This is the exciting moment when your new journey begins to take shape
4
Onboard
Once you accept, we'll guide you through a comprehensive onboarding process, introducing you to your new colleagues, roles, and the exciting challenges ahead
5
Disclaimer
Sapiens India does not authorize any third parties to release employment offers or conduct recruitment drives via a third party. Hence, beware of inauthentic and fraudulent job offers or recruitment drives from any individuals or websites purporting to represent Sapiens. Further, Sapiens does not charge any fee or other emoluments for any reason (including without limitation, visa fees) or seek compensation from educational institutions to participate in recruitment events.
Accordingly, please check the authenticity of any such offers before acting on them and were acted upon, you do so at your own risk. Sapiens shall neither be responsible for honoring or making good the promises made by fraudulent third parties, nor for any monetary or any other loss incurred by the aggrieved individual or educational institution.
In the event that you come across any fraudulent activities in the name of Sapiens, please feel free report the incident at sapiens to sharedservices@sapiens.com.