Qualifications

• 12+ years in Customer Success / Service Management / Support leadership in enterprise SaaS.
• 5+ years leading globally distributed teams across 2+ regions, including an India delivery hub.
• Proven experience in building or restructuring a CSM/service organization during a SaaS transformation.
• Insurance industry experience (P&C, Life, Reinsurance) or equivalent vertical scale is preferred.
• Strong commercial instincts for connecting service quality to renewals and expansion opportunities.
• Fluent in ITIL frameworks; experience with ServiceNow CSM/ITSM platforms.
• Executive presence and credibility with customer C-suite and senior leadership.

Responsibilities

• Own the region CSM profit and loss, including headcount plan and ratios.
• Execute the 90-day handoff plan covering tickets, quotes, renewals, monitoring, and finance exit.
• Develop the pod talent strategy, including hiring, career paths, and succession planning.
• Drive cross-product normalization for pooled Tier 2/3 coverage.
• Define and enforce customer service management standards across operating pillars.
• Handle executive-level escalations and collaborate with Cloud Ops and Product on systemic issues.
• Manage reporting, including QBR motions, dashboards, and Voice-of-Customer pipeline to Product.

Benefits

• Remote work flexibility.
• Opportunity to lead a high-performing Customer Service team.
• Engagement in strategic decision-making and operational excellence.
• Potential for career advancement in a growing SaaS environment.
• Exposure to cutting-edge AI and operational efficiency initiatives.