Digital Customer Success Manager, Industry

The opportunity

As Unity's Industry suite scales, we need a data driven, Digital Customer Success Manager to help build the next iteration of the scaled motion. This isn't a high touch relationship role. You'll own a large, tech touch portfolio and be responsible for designing the systems, automations, and content that let customers onboard, adopt, and realize value without a person in every interaction. You'll work at the intersection of Customer Success, Product, and AI, using Unity's own tools to reimagine what scaled support looks like.

What you'll be doing

Own a portfolio of 1,000+ digitally served customers across Unity's Industry suite, managing them through automated, data driven journeys rather than 1:1 touch

Build and maintain automated campaigns and lifecycle journeys, monitoring performance and intervening where the data signals risk or opportunity

Design and run scaled engagement programs including webinars, office hours, cohort based onboarding, and in product messaging for digital segments

Use AI to build the process, not just support it: automate repetitive workflows, personalize communication at scale, and generate customer facing content faster and more consistently than a manual process allows

Create and maintain self service content including playbooks, best practice guides, and knowledge base articles that reduce customers' need to reach a human at all

Channel patterns and feedback from the digital segment back to the broader CS team to continuously improve the journey

Partner cross functionally with Product, Marketing, and CS leadership to keep the digital engagement model current as the product and customer base evolve

What we're looking for

Experience in an enterprise, customer facing role such as Customer Success, Account Management, or Lifecycle Marketing, ideally within an Enterprise SaaS organization

A builder's mindset: you naturally ask how something can be systemized, automated, or made repeatable rather than solved once and repeated manually

Hands on experience using AI to build workflows, content, or communication at scale, not just as a personal productivity tool

Comfort working with data and dashboards to make decisions and prove impact

Familiarity with CS and GTM platforms such as HubSpot, Gainsight, Totango, Hook, or Salesforce

Ability to write or edit HTML email, or work closely with the tools and teams that do

Group facilitation experience for webinars, office hours, or cohort based programs

You'll stand out if

You've built an AI powered workflow or automation from scratch and can walk through the before and after

You've owned or improved a time to value metric for a customer segment and can show the number

You've worked in a pooled or tech touch model at meaningful scale, not just supported one

Success metrics

Portfolio retention and expansion

Time to value across the digital segment

Escalation accuracy, meaning the right issues reach a human and the rest don't

Depth and consistency of AI use in day to day workflow, not just adoption of a tool but evidence of process built around it

Base Salary Range: $117,200 - $167,200 CAD Gross

Cette fourchette correspond au salaire de base prévu pour ce poste. En plus du salaire de base, ce poste peut donner droit à des attributions d’actions et à une participation à nos programmes d’incitation de l’entreprise, comme des primes annuelles discrétionnaires ou des commissions de vente. Le montant final de l’offre dépendra de plusieurs facteurs, notamment l’emplacement géographique ainsi que l’expérience pertinente, le parcours professionnel et les compétences du/de la candidat(e).

This range reflects the anticipated base salary for this position. Beyond base salary, this role may be eligible for equity awards and participation in our company incentive plans (such as annual discretionary bonuses or sales commissions). The final offer amount will depend on several factors, including geographic location and the candidate’s relevant experience, professional background, and skill set.

Avantages

Chez Unity, nous voulons que nos membres d’équipe s’épanouissent. Nous offrons un large éventail d’avantages conçus pour soutenir le bien-être et l’équilibre travail-vie personnelle.

Bien que les avantages précis puissent varier, voici certaines des façons dont nous nous efforçons de prendre soin de nos membres d’équipe admissibles à l’échelle mondiale : assurance santé, vie et invalidité complète | Subvention pour les déplacements | Participation des employés à l’actionnariat | Régimes de retraite/pension compétitifs | Vacances et congés personnels généreux | Soutien aux nouveaux parents grâce à des congés et des programmes de soutien aux familles | Collations offertes au bureau | Programmes et soutien en matière de santé mentale et de bien-être | Groupes-ressources pour employés | Programme mondial d’aide aux employés | Programmes de formation et de perfectionnement | Programme de bénévolat et de jumelage de dons

La vie chez Unity

Unity [NYSE : U] est le premier moteur de jeu au monde, propulsant les expériences de plus de 3 milliards d’utilisateurs(rices) chaque mois. Les plus grands jeux mobiles, les titres indépendants PC les plus populaires, des jeux console parmi les plus innovants, ainsi que la quasi-totalité des principales expériences XR et jeux Web sont développés, déployés et optimisés avec Unity.

Unity accompagne également des équipes dans des secteurs tels que l’automobile, l’industrie manufacturière et la santé pour concevoir, simuler et collaborer en 3D - comblant ainsi l’écart entre les idées et la réalité. Pour plus d’informations, veuillez visiter www.unity.com.

Unity est un employeur fier de garantir l’égalité des chances. Nous nous engageons à favoriser un environnement inclusif et innovateur et à célébrer nos employés à travers l’âge, l’éthinicité, la couleur, l’ascendance, l’origine nationale, la religion, le handicap, le sexe, l’identité ou l’expression de genre, l’orientation sexuelle ou tout autre statut protégé conformément à la loi applicable. Si vous êtes en situation de handicap ou avez des besoins spécifiques nécessitant des aménagements pour que votre entretien se déroule dans les meilleures conditions, nous vous invitons à remplir ce formulaire afin de nous en informer et que nous puissions faire le nécessaire.

Ce poste exige que son ou sa titulaire possède une connaissance de l’anglais qui soit suffisante pour lui permettre d’avoir des échanges professionnels verbaux et écrits dans cette langue, puisque l’accomplissement des tâches liées à ce poste nécessite des communications fréquentes et régulières avec des collègues et partenaire situés à l’échelle mondiale et dont la langue commune est l’anglais.

Les chasseurs de têtes et les agences de recrutement ne peuvent pas soumettre résumes/CV par ce site Web ou directement aux superviseurs. Unity n’accepte pas des chasseurs de têtes non sollicités et des résumés (CV) d’agence. Unity ne payera pas d’honoraires à aucune agence tierce ou entreprise qui n’a pas signé d’ententes avec Unity.

La protection de votre vie privée est importante pour nous. Veuillez prendre un moment pour consulter nos politiques de confidentialité pour les prospects et les candidats. Si vous avez des questions concernant la protection de votre vie privée, veuillez nous contacter à DPO@unity.com.

Benefits

At Unity, we want our team members to thrive. We offer a wide range of benefits designed to support well-being and work-life balance.

Please note: Benefits eligibility, specific offerings, and coverage vary based on the country and employment status.

While specific benefits vary, here are some of the ways we strive to take care of our eligible team members globally: Comprehensive health, life, and disability insurance | Commute subsidy | Employee stock ownership | Competitive retirement/pension plans | Generous vacation and personal days | Support for new parents through leave and family-care programs | Office food snacks | Mental Health and Wellbeing programs and support | Employee Resource Groups | Global Employee Assistance Program | Training and development programs | Volunteering and donation matching program

Life at Unity

Unity [NYSE: U] is the world’s leading game engine, powering play for more than 3 billion consumers each month. The top mobile games in the world, the most played PC indie titles, the most innovative console games, and virtually all of the top XR and Web Games are developed, deployed, and grown in Unity. Unity also enables teams across industries like automotive, manufacturing, and healthcare to design, simulate, and collaborate in 3D - closing the gap between ideas and reality. For more information, please visit www.unity.com.

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.

Your privacy is important to us. Please take a moment to review our Prospect and Applicant Privacy Policies. Should you have any concerns about your privacy, please contact us at DPO@unity.com.