Unily Lower Eashing, England, United Kingdom
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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.
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
* 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.
* Attend meetings with individual contributors to offer guidance and coaching in real-time.
Operational Excellence & Change Management
* Manage and drive change within the team as the company evolves.
* Make staffing and account allocation recommendations and changes.
Portfolio & Customer Outcomes
* Accountable for the success of the pod's book of business, including tracking portfolio health.
* Monitor team portfolio performance, identify trends, and advocate for resources.
* Hold team accountable to ensuring that each stage is strategically aligned with customer needs and goals.
* Ensure all internal systems to manage client journey are kept up to date.
Churn Prevention & Risk Management
* Support regional churn prevention initiatives and address systemic risks.
Collaboration & Communication
* Cultivate open communication with customers and business partners.
* Facilitate client reach back into business.
Reporting & Performance Analysis
* Provide reporting to the Regional Head of Customer Success.
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.
* Strong coaching methodologies and exceptional communication skills.
* Analytical mindset with the ability to translate data into actionable insights.
* Familiarity with customer success platforms and CRM tools.
We are united by a shared purpose and are committed to truly understanding each other. We strive to have a diverse workforce that embraces and celebrates one another.
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.
* Our industry leading product. We are very proud of our ever-evolving product.
* The flexibility that we offer. We operate on a hybrid basis.
* Our bright and modern office spaces. We want it to be like being at home.
* We offer a fantastic suite of benefits. Including 25 days holiday and more.
* Our commitment to sustainability. We are proud to offer volunteering days and charity donation schemes.
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