Senior Business Operations Manager, Customer Success

Summary

Join Unit4 and lead the Operational Governance function within the Customer Success Operations team, ensuring consistent process adherence across customer-facing functions. Drive governance, oversight, and process compliance, working cross-functionally to optimize processes. Leverage data and analytics to enhance visibility and accountability. This senior leadership role requires 10+ years of experience in operations, governance, or compliance, ideally within a SaaS or Customer Success environment. You will establish and enforce governance frameworks, manage stakeholders, and mentor operational teams. Unit4 offers a fast-paced, high-growth environment with numerous benefits and development opportunities.

Requirements

• 10+ years' experience in operations, governance, or compliance leadership, ideally in a SaaS or Customer Success environment
• Proven ability to establish and enforce governance frameworks at scale
• Strong cross-functional stakeholder management skills
• Analytical mindset with a track record of using data to drive performance
• Comfortable working at pace and holding teams accountable
• Proven experience in senior-level operations or governance roles within a SaaS Customer Success, Professional Services, or Customer Support environment
• Strong capability in operational risk management, compliance oversight, and governance frameworks
• Excellent analytical skills and familiarity with performance management systems and operational metrics
• Demonstrable experience in Business Process Mapping or related qualifications
• Exceptional communication and stakeholder management abilities, including influencing senior leadership
• Demonstrable leadership qualities with the ability to mentor and develop operational teams

Responsibilities

• Lead the execution and governance of defined Customer Success processes
• Establish frameworks and controls to ensure process consistency and quality
• Monitor and report compliance, performance, and operational risk
• Work cross-functionally with Business Improvement, Automation & Reporting, and delivery teams to operationalise and optimise processes
• Use data and analytics to drive visibility, highlight risk, and enforce accountability
• Serve as a senior leader capable of stepping into broader responsibilities when required

Benefits

• Uncapped time off policy
• Remote working opportunities
• Whole host of great benefits & perks
• Talent program for high performers
• Committed to corporate social responsibility with our Act4Good initiative