Company Description
We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.
Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.
Job Description
We are looking for an experienced leader to head up our Operational Governance function within the Customer Success Operations team. This critical role ensures that our defined processes across Customer Success are consistently followed, delivering operational excellence and reducing risk. You’ll be responsible for driving governance, oversight, and process compliance across all customer-facing functions, including Professional Services, Support, Customer Success Management, and Education.
What You’ll Do
- 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.
What You’ll Bring
- 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.
Qualifications
- 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.
Additional Information
Join Unit4 and you’ll be part of one of the most exciting journeys in the cloud software space today. We’re a fast-paced and high-growth people-centric cloud player offering a host of benefits & development opportunities for individuals serious about their career.
- A culture built on trust. That’s why we offer our people an uncapped time off policy and remote working opportunities. We focus on results, not how many days you work or where that work takes place.
- Work, learn & be inspired by some of the best talents in the software space.
- Whole host of great benefits & perks
- Talent program for high performers. Each year we provide a platform for high-potential talent to accelerate their careers!
- Committed to corporate social responsibility with our Act4Good initiative, our global movement to do good, and a way for everyone at Unit4 to come together and engage in actions that benefit society.
- Diversity4U. Helping our people thrive starts with a safe and inclusive work environment. We launched our Diversity4U program that builds on our “be genuine” value.
