Regional Lead, Customer Service Management

Regional Lead, Customer Service Management

Location London, United Kingdom

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
• 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 / Aff… 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.

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.