Senior Business Operations Manager Customer Success

TN United Kingdom; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading cloud software company in London seeks a Senior Business Operations Manager for Customer Success. This role involves leading operational governance, ensuring compliance, and driving performance across customer-facing functions. Ideal candidates will have extensive experience in SaaS environments, strong analytical skills, and proven leadership abilities. Join a fast-paced, people-centric organization offering uncapped time off and remote working opportunities.

Benefits

Uncapped Time Off

Remote Working Opportunities

Talent Program for High Performers

Diversity4U Program

Qualifications

• 10+ years' experience in operations, governance, or compliance leadership.
• Proven ability to establish and enforce governance frameworks at scale.

Responsibilities

• Lead execution and governance of Customer Success processes.
• Monitor and report compliance, performance, and operational risk.

Skills

Analytical

Stakeholder Management

Leadership

Education

Business Process Mapping

Job description

Senior Business Operations Manager Customer Success, London

Client: Unit4

Location: London, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: d2737814c47b

Job Views: 2

Posted: 14.05.2025

Expiry Date: 28.06.2025

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

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

What You’ll Bring

1. 10+ years' experience in operations, governance, or compliance leadership, ideally in a SaaS or Customer Success environment.
2. Proven ability to establish and enforce governance frameworks at scale.
3. Strong cross-functional stakeholder management skills.
4. Analytical mindset with a track record of using data to drive performance.
5. Comfortable working at pace and holding teams accountable.

Qualifications

1. Proven experience in senior-level operations or governance roles within a SaaS Customer Success, Professional Services, or Customer Support environment.
2. Strong capability in operational risk management, compliance oversight, and governance frameworks.
3. Excellent analytical skills and familiarity with performance management systems and operational metrics.
4. Demonstrable experience in Business Process Mapping or related qualifications.
5. Exceptional communication and stakeholder management abilities, including influencing senior leadership.
6. 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.