Senior Scaled Customer Success Specialist

The opportunity
Unity's scaled customer success team is looking for an innovative and highly strategic Scaled Customer Success Specialist to join our team, focusing on empowering our portfolio of small to mid-sized gaming studios. This role requires a deep understanding of the end-to-end game development lifecycle (from initial concept to live service monetization) and the ability to leverage AI and automation tools to deliver personalized, high-impact support to a broad customer base.

As a scaled customer success specialist, you will be a part of the mission that transforms traditional 1:1 customer success into a scalable, high-efficiency model, ensuring our gaming partners achieve maximum value and success using our platform and tools, while delivering a customer experience that is world-class.

What you'll be doing

• Develop and Execute Scaled Programs: Leverage data analytics to design, build, and deploy multi-channel customer success programs (e.g., automated email campaigns, in-product prompts, self-service portals) targeted at specific customer segments and lifecycle stages.
• Customer Health & Segmentation: Utilize data and AI-driven insights to define and proactively manage customer health metrics (e.g., usage patterns, feature adoption, revenue growth). Proactively identify 'at-risk' accounts and trigger automated or mid-touch interventions as necessary.
• Voice of the Customer (VoC): Systematically gather and analyze feedback from the scaled customer base and relay actionable insights to product, marketing, and sales teams to influence roadmap decisions.
• Playbook Strategy: Create and curate high-quality, relevant lifecycle playbooks to be used for specific customer segments, specifically focused on optimizing game development workflows and monetization strategies as it relates to the Unity suite of tools.

What we're looking for

• Experience: 5+ years as a digital customer success manager, product manager, or performance manager of SaaS products, in the games industry.
• Analytical Skills: Proficient in using data and metrics to evaluate hypotheses, make recommendations and drive scaled action plans.
• Gaming Industry Knowledge: Deep, practical understanding of the video game development, monetization, and publishing process, specifically in mobile, PC, or console segments. Proven ability to speak confidently about key industry terms like LTV, ARPDAU, DAU/MAU, and CPI.
• Demonstrated excellent teamwork and communication skills, coupled with high self-motivation, enabling the independent execution of projects from inception to completion.
• Proficient in English and Korean.

You might also have

• Prior experience successfully consulting customers on Monetization & LiveOps strategies, resulting in optimized user acquisition (UA), engagement, and retention, across various models (e.g., IAP, subscription, advertising)

Additional information

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

Life at Unity
We offer a wide range of benefits designed to support employees' well-being and work-life balance. You can read more about them on our career page.

Unity [NYSE: U] is the leading platform to create and grow games and interactive experiences. 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 third quarter of 2024, more than 70% of the top 1,000 mobile games were made with Unity, and in 2024, Made with Unity applications had an average of 3.7 billion downloads per month. For more information, please visit Unity.

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 you have a disability that means 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.

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.

#SEN