Digital Customer Success Specialist

The opportunity

Unity's digital customer success team is looking for proactive, people-minded influencers to own the success of our most valued partners.

You will be working directly with our partners we ensure the success of Unity productions all over the world by solving the problems that everyone else gave up on as impossible. Our customers create everything from small mobile projects to AAA console games and immersive multi-user VR experiences, and they’re going to need your help to get their projects to maximum performance, stay super-stable, and ship on time. Rest assured, you’ll never be bored at Unity.

As a Digital Customer Success Specialist, you’re the orchestrator to our creator's success with the Unity engine. Your role is pivotal in helping a large number of long tail customers realize the full value of our offerings.

You'll need a deep understanding of the customer success industry, personalising your help to our customers at scale by keenly leveraging data, proactively surfacing issues, and feeding data back directly to our product teams.

You'll strive for constant improvement both with your customers and within Unity. You'll set the bar high, ensuring we are always on point and on time.

This position is located in the Japan office.

What you'll be doing

• Design and develop high-quality, engaging digital content tailored to different stages of the customer journey to increase product adoption, reduce churn and increase attachment rate. Think personalized onboarding materials, educational resources, and self-service sign posts that truly resonate.
• Drive complex projects independently, including but not limited to the designing of customer lifecycle, upsell/ cross-sell motions, and product feedback governance.
• Leverage data and customer feedback to analyze user engagement vis-a-vis key metrics. You'll identify trends and opportunities for improvement to continuously enhance the customer experience.
• Continuously looking for approaches to optimize key metrics by collaborating and driving internal alignment with marketing, support, sales and product to ensure a closed feedback loop.
• Onboard a small group of customers through zoom, emails and work on localisation needs on an ad hoc basis, adapting to address current business needs

What we're looking for

• Proven track record as a digital customer success manager, product manager or technical program manager of SaaS products, preferably in the games industry.
• Strong analytical skills with the ability to use data and metrics to evaluate assumptions, make informed recommendations and decisions.
• Track record in creating engagement strategies and content used in digital customer success, full lifecycle customer journey and product-led growth motions, with a focus on churn prevention, and upsell strategies.
• Ability to thrive and adapt rapidly to changing work environments, work priorities, and organizational needs.
• Proficient in English and Japanese.

You might also have

• Experience using the Unity editor.
• Data analyst with experience in SQL & Looker.
• Programming experience in both compiled and interpreted languages.

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 an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, disability, gender, or any other protected status in accordance with applicable law. 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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