Digital Customer Success Manager, Industry

Unity Technologies•Montreal, QC

2d•CA$117,200 - CA$167,200

About The Position

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.

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: 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

Nice To Haves

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

Responsibilities

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