Digital Customer Success Specialist

The opportunity

Unity powers over half of all the world’s games and over two-thirds of the world’s VR and AR products. We put the most powerful creative tools in the hands of millions of developers and artists through our foundational principle of Democratization of Development. Combining data from over a billion players with advanced deep learning technology and in-house proprietary analytics. The goal: to make our customers more successful and their consumers happier.

We’re seeking a skilled Digital Customer Success Specialist to join our dynamic Customer Success Everywhere team. In this role, you’ll collaborate directly with internal teams to design and implement a digital customer success motion to orchestrate an end-to-end customer experience. Our focus spans across Unity’s product portfolio and works hand in hand with colleagues across Lifecycle marketing, e-commerce, Learning & Education, and customer success ops teams.

You’ll be instrumental in optimizing and building our digital customer success motion, ensuring our customers experience a seamless post-sale journey. This is an exciting opportunity to shape and implement best practices from the ground up, contributing directly to our operational success.

What you'll be doing

• Create a seamless integration of customer data across systems to create a unified view of the customer journey, troubleshooting any discrepancies in real time.
• Build, maintain, and enhance reporting dashboards to provide visibility into key customer success metrics (e.g., adoption, engagement, retention) and performance trends across the customer lifecycle.
• Analyze data to identify patterns and trends in customer behavior, translating these insights into actionable strategies for improving customer experience and driving success.
• Work with product, sales, and marketing teams to align data needs, ensuring all customer-facing teams have accurate, up-to-date insights for orchestrating post-sale engagements.
• Identify opportunities to automate data collection and reporting processes, working with the customer experience team to enhance efficiency and support scaling efforts.

What we're looking for

• Proven experience in Customer Success, Customer Lifecycle Marketing, Customer Experience, or similar roles.
• Background in integrating customer data across multiple platforms (CRM, CS platforms, analytics tools) to create a cohesive, single source of truth for customer interactions.
• Experience understanding data visualization tools (e.g., Tableau, Power BI) and CRM systems (e.g., Salesforce, Gainsight, etc) to identify trends in customer behaviors and key engagement metrics.
• Experience using scaled communications platforms (e.g., Marketo, Hubspot, etc.).
• Proven ability to work cross-functionally with customer success, marketing, sales, and product teams, translating data insights into strategies that enhance the customer experience.

You might also have

• Experience partnering with Marketing teams to engage large segments of users to drive desired behavior change.
• Familiarity with Game Development, Media & Entertainment, Broadcasting, Architecture, etc.
• Experience using CS platforms (Gainsight, Totango, ChurnZero, Strikedeck, etc.).

Additional information

• Relocation support is not available for this position.
• International relocation support is not available for this position.
• Work visa/immigration sponsorship is not available for this position.

Life at Unity

Unity [NYSE: U] is the world's leading platform of tools for creators to build and grow real-time games, apps, and experiences across multiple platforms. Creators, ranging from game developers to artists, architects, automotive designers, infrastructure experts, filmmakers, and more, use Unity to bring their imaginations to life across multiple platforms, from mobile, PC, and console, to spatial computing.

As of the fourth quarter of 2023, more than 69% of the top 1,000 mobile games are made with Unity as derived from a blended number of the top 1,000 games in the Google Play Store and iOS App Store. In 2023, Made with Unity applications had an average of 3.7 billion downloads per month. For more information, please visit www.unity.com.

Unity is a proud equal opportunity employer. We are committed to fostering an inclusive, innovative environment and celebrate our employees across age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. Our differences are strengths that enable us to support the growing and evolving needs of our customers, partners, and collaborators. If there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out this form to let us know.

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity.

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