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Business Operations Manager, Customer Success
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**Company Description**
Meet Unit4. With over 40 years of heritage, we’re an agile, fast growing, Cloud company that is on a mission to redefine Enterprise Resource Planning (ERP) for mid-market people-centric organisations.
With our innovative, self-driving, adaptive and intuitive software, our customers can spend more time on meaningful high-value work.
At the heart of what we do lies a simple yet profound purpose**:Improve how people work by focusing on what truly matters.** — A powerful statement that enables different priorities for different people.
We’re shaping **how work should feel**, and we empower our people by providing them with the right tools to achieve the autonomy they need - it's what makes us unique.
As a **Business Operations Manager**, you ensure alignment between day-to-day Customer Success operations and strategic goals. You are responsible for consistent execution of defined processes, driving adherence, and identifying opportunities for improvement. You work independently to manage governance workflows, monitor compliance, and collaborate across teams to improve operational performance. This role is suited to professionals with a strong foundation in business operations and a passion for process excellence in a SaaS or enterprise software environment.
**Responsibilities**:
- Own execution of governance processes and SOPs
- Lead governance review cadences and compliance checks
- Define and track KPIs for process performance
- Investigate and resolve operational risks and process gaps
- Provide guidance and informal training to Customer Success and Services teams
- Maintain and update process documentation and templates
- Collaborate cross-functionally to improve execution and resolve issues
- Drive continuous improvement initiatives and contribute to governance strategy
**Qualifications**
- 3-6 years of experience in business operations, customer success, or programme management
- Familiarity with governance, compliance, or process improvement concepts
- Exposure to SaaS or enterprise software environments
- Experience working with cross-functional teams in a matrixed organisation
- Understanding of the Customer Success lifecycle (Land, Adopt, Expand, Renew) is a plus
- Proficient in Excel, Power BI, or similar tools for data analysis and reporting
- Comfortable working with CRM and Customer Success platforms
- Skilled in process mapping and documentation
- Able to define and analyse KPIs and operational metrics
- Strong communication and organisational skills
- Capable of identifying automation opportunities and partnering with technical teams
- Bachelor’s degree required; certifications in Lean, Six Sigma, or PMP are a plus
**Additional Information**
**Who we are?**
We are a people-first community that nurtures all the areas that surround your working experience. With us, you’ll be surrounded by a high-performance team that supports your authentic self and celebrates your uniqueness.
We believe that ‘How work should feel’ is an evolving statement. Work goes beyond tasks and everyday responsibilities it’s about feeling valued, empowered, promoted, impactful, seen, and appreciated.
We are reimagining how work makes people feel.
**What we offer?**
- a culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact
- balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits
- growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work
- talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry
- a commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme
- a safe and inclusive working environment - supported by our Employee Resource Groups, which are open to all.
**Our commitment to equity**
Unit4 is committed to ensuring equal opportunity for everyone. We make our hiring decisions solely based on skills, qualifications, and our current business needs. We know that diversity brings fresh perspectives, ideas, and solutions to our company. This is the essence of our culture. We also welcome and encourage people who are pregnant and/or parents-to-be to apply. If you would like to know more about our commitment to diversity, visit our blogs:
- Our focus to DEI remains central to who we are
- Inclusive hiring at Unit4: Building equal opportunities for all
- This role may require security clearance required for customer projects and access to sensitive (customer) data. That means that after you have accepted our offer, we could ask for background checks. Subject to applicable local laws, such security checks may require disclosure of personal information including criminal record declaration, right to
