Gestionnaire de la réussite client numérique, Industry / Digital Customer Success Manager, Industry
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Key skills for this role
About the Role
Unity Technologies seeks a data-driven Digital Customer Success Manager to build and manage scaled, tech-touch customer journeys for the Industry suite. You will design automated campaigns, self-service content, and AI-powered workflows to drive adoption and value for a portfolio of 1,000+ customers.
Key Skills for This Role
Responsibilities
- Own a portfolio of 1,000+ digitally served customers across Unity's Industry suite, managing them through automated, data driven journeys
- Build and maintain automated campaigns and lifecycle journeys, monitoring performance and intervening where data signals risk or opportunity
- Design and run scaled engagement programs including webinars, office hours, cohort based onboarding, and in product messaging
- Use AI to automate repetitive workflows, personalize communication at scale, and generate customer facing content
- Create and maintain self service content including playbooks, best practice guides, and knowledge base articles
- 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
Requirements
- 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: ability to systemize, automate, or make processes repeatable
- Hands on experience using AI to build workflows, content, or communication at scale
- 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
Full Job Posting
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 is not a high touch relationship role; you'll own a large, tech touch portfolio and design 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: automate repetitive workflows, personalize communication at scale, and generate customer facing content faster and more consistently.
- Create and maintain self service content including playbooks, best practice guides, and knowledge base articles that reduce customers' need to reach a human.
- 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.
- 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.
Base Salary Range
- CAD 117,200 CAD 167,200 CAD Gross per year.
- This role may be eligible for equity awards and participation in company incentive plans.
Benefits
- 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.
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