About Unily
Unily partners with the world's largest and most complex enterprises to power Organizational Velocity through digital Employee Experience transformation. Iconic brands, including Estée Lauder Companies, CVS Health, and British Airways, use Unily's market-leading Employee Experience platform to improve productivity, streamline communication, and foster a highly connected workplace.
Unily is the only triple leader recognized by all three of the major analysts. Unily is recognized as a Leader in the 2024 Gartner® Magic Quadrant™ for Intranet Packaged Solutions, the 2024 Forrester Wave™: Intranet Platforms, and the IDC MarketScape: Worldwide Experience-Centric Intelligent Digital Workspaces 2024. With these accolades, we continue to grow and expand our employee community with people who are passionate about joining us on this exciting journey.
Job Purpose
As we continue to expand our market share in the rapidly emerging Employee Experience platform category, we are looking for a Regional Manager, Customer Success, EMEA.
The Customer Success team is the face and voice of Unily, reflecting the company"s core values in its strategic collaboration with customers. As a Regional Manager of Customer Success, you will bring your experience in Customer Success and people management to lead and execute the strategy for a high-performing team of at least 6 customer success managers of varying seniority and title. You will be responsible for each CSM and for their customer portfolios. Your primary focus will be on empowering your CSMs, driving portfolio strategy, and aligning your team's efforts with the regional and global objectives. This leadership role requires a strong focus on coaching, operational standards, and cross-functional collaboration to ensure exceptional customer outcomes and team success.
This is an exciting opportunity to lead a high-performing regional team and influence global strategies in a collaborative and supportive work environment focused on growth and innovation.
If you're a strategic leader, passionate about driving customer success and team excellence, we'd love to hear from you!
Main Responsibilities
Team Leadership & Development
· Directly manage 6 or more individual contributors, ensuring their team is equipped to drive exceptional customer outcomes.
· Evaluate competencies and establish clearly defined goals and development plans for each member on the team.
· Accomplish team goals by communicating job expectations, planning, monitoring, and appraising job results.
· Foster a culture of collaboration, accountability, and continuous improvement across the team.
· Ensure team members are supported in change adoption and fostering a growth mindset.
· Review and guide the development of QBR decks and ensure alignment with customer objectives, ensuring each CSM is well-prepared for key customer meetings.
· Attend meetings with individual contributors to offer guidance and coaching in real-time, ensuring effective customer strategy execution. Use other tools to provide similar guidance for recorded calls.
Operational Excellence & Change Management
· Manage and drive change within the team as the company evolves, including adapting to new tools, processes, or strategic shifts.
· Make staffing and account allocation recommendations and changes. Manage the assignment of tasks and projects to team members based on their skills and workloads.
Portfolio & Customer Outcomes
· Accountable for the success of the pod"s book of business, including tracking portfolio health, identifying opportunities, and ensuring that each team member is driving customer outcomes aligned with broader business goals
· Monitor team portfolio performance, identify trends, and advocate for resources to support optimal outcomes.
· Hold team accountable to ensuring that each stage (onboarding, adoption, renewals, expansion, etc.) is strategically aligned with customer needs and goals.
· Ensure all internal systems to manage client journey are kept up to date during the entire lifecycle of the client.
Churn Prevention & Risk Management
· Support regional churn prevention initiatives, enforce standardized risk management practices, and address systemic risks.
Collaboration & Communication
· Cultivate open communication with customers and business partners to identify opportunities to improve processes and methodologies.
· Facilitate client reach back into business, including serving as the first point of escalation.
Reporting & Performance Analysis
· Provide reporting to the Regional Head of Customer Success, including team utilization, talent management, capacity forecasting, sales uplift opportunities, team delivery, and client satisfaction (RAG).
Requirements
· 2+ years of proven experience managing a customer success team
· Strong ability to align operations standards, driving measurable outcomes.
· Expertise in portfolio management and account planning.
· The ability to think beyond day-to-day operational tasks, with experience in identifying long-term customer success strategies aligned to business goals (and coaching team members to do the same)
· Strong coaching methodologies, including experience in managing performance issues, delivering constructive feedback, and aligning individual development plans with team and business goals.
· Exceptional communication, relationship-building, and negotiation skills.
· Analytical mindset with the ability to translate data into actionable insights.
· Experience in driving customer advocacy programs and managing senior customer relationships.
· Familiarity with customer success platforms, such as Planhat, and CRM tools.
We are united by a shared purpose and are committed to truly understanding each other. We know that everyone is unique and has their own story. We strive to have a diverse workforce that embraces and celebrates one another. We are united in building connections and curious to learn from each other so that we continue to grow together to build the workplace of tomorrow.
Why Work For Unily?
In addition to a generous base salary and discretionary company bonus, here are some things we think you will love:
Our awesome team culture. We are focused on achieving results as a team and having fun while we do it. You won't find a friendlier or more dedicated bunch of people.
Our industry leading product. We are very proud of our ever-evolving product, naturally we use (and love) it internally and provide the tools and resources for you (and our clients) to become a Unily expert.
The flexibility that we offer. We don't just mean working from home occasionally. We operate on a hybrid basis, and also recognize that life happens during the 9-5.30 and encourage a sustainable work/life balance.
Our bright and modern office spaces. When you need to be in the office we want it to be like being at home. We have a well-stocked kitchen, ample parking and the option to bring your dog to work.
We offer a fantastic suite of benefits. Including 25 days holiday, Vitality life cover (for health, sight, hearing and dental), Aviva pension, life assurance, income protection, and so many more.
Our commitment to sustainability and giving back to the community. We know working for an organisation that takes its environmental & social impact seriously is important, and we are proud to offer 1 fully paid volunteering day per year, an employee matching charity donation scheme and options to lease an Electric Vehicle through our salary sacrifice scheme.
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