Regional Manager, Customer Success, Godalming

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Regional Manager, Customer Success, Godalming

Client: Unily

Location: Godalming

Job Category: Customer Service

EU work permit required: Yes

Job Reference: PI262217835

Job Views: 5

Posted: 16.02.2025

Expiry Date: 02.04.2025

Job Description:

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 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 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

1. Directly manage 6 or more individual contributors, ensuring their team is equipped to drive exceptional customer outcomes.
2. Evaluate competencies and establish clearly defined goals and development plans for each member on the team.
3. Accomplish team goals by communicating job expectations, planning, monitoring, and appraising job results.
4. Foster a culture of collaboration, accountability, and continuous improvement across the team.
5. Ensure team members are supported in change adoption and fostering a growth mindset.
6. Review and guide the development of QBR decks and ensure alignment with customer objectives, ensuring each CSM is well-prepared for key customer meetings.
7. Attend meetings with individual contributors to offer guidance and coaching in real-time, ensuring effective customer strategy execution.

Requirements

1. 2+ years of proven experience managing a customer success team
2. Strong ability to align operations standards, driving measurable outcomes.
3. Expertise in portfolio management and account planning.
4. The ability to think beyond day-to-day operational tasks, with experience in identifying long-term customer success strategies aligned to business goals.
5. Strong coaching methodologies, including experience in managing performance issues, delivering constructive feedback, and aligning individual development plans with team and business goals.
6. Exceptional communication, relationship-building, and negotiation skills.
7. Analytical mindset with the ability to translate data into actionable insights.
8. Experience in driving customer advocacy programs and managing senior customer relationships.
9. 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.

Why Work For Unily?

In addition to a generous base salary and discretionary company bonus, here are some things we think you will love:

1. Our awesome team culture. We are focused on achieving results as a team and having fun while we do it.
2. Our industry leading product. We are very proud of our ever-evolving product.
3. The flexibility that we offer. We don’t just mean working from home occasionally.
4. Our bright and modern office spaces. We have a well-stocked kitchen, ample parking and the option to bring your dog to work.
5. We offer a fantastic suite of benefits. Including 25 days holiday, Vitality life cover, Aviva pension, life assurance, income protection, and many more.
6. 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.

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