At a Glance
- Tasks: Lead a dynamic Customer Service team and drive strategic initiatives for customer success.
- Company: Join Sapiens, a forward-thinking company committed to diversity and innovation.
- Benefits: Enjoy a competitive salary, remote work options, and opportunities for professional growth.
- Other info: Be part of a diverse and inclusive culture where every voice matters.
- Why this job: Make a real impact by enhancing customer experiences and driving measurable outcomes.
- Qualifications: 12+ years in Customer Success leadership with experience in SaaS and global teams.
The predicted salary is between 75600 - 92400 £ per year.
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 / 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.
Regional Lead, Customer Service Management in London employer: Sapiens
Sapiens is an exceptional employer, offering a dynamic work environment in London or Cardiff that fosters innovation and collaboration. With a strong focus on employee growth, Sapiens provides opportunities for professional development in cutting-edge insurance solutions, while promoting a culture of accountability and client-centric outcomes. The hybrid working model enhances work-life balance, making it an attractive choice for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Regional Lead, Customer Service Management in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sapiens. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sapiens before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Regional Lead, Customer Service Management in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sapiens:Your cover letter is your chance to shine! Tell us why you want to work at Sapiens specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sapiens!
How to prepare for a job interview at Sapiens
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
