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Head of Customer Success, APAC
3 years ago
Unity Technologies is looking for an ambitious, results-driven leader to build our Customer Success Services organization in APAC. In this role, you will own the performance of Customer Success Services in the region, driving top-level performance and achievement of all targets. You will be a key stakeholder of our subscription business, with a focus on improving retention and attainment of Customer Success targets, including: Onboarding, Adoption, Time to Value, Renewal, Expansion etc.
Responsibilities
- Work closely with the VP of Customer Success and other heads of department to extend the Customer Success strategy globally, ensuring organization-wide alignment on objectives and priorities
- Build and lead a world-class team of Success managers and Retention specialists to meet/exceed their mission. Oversee the Success Services delivery functions in the region (Support, Training etc)
- Establish strong successful partnerships with the Business stakeholders in each market. Implement tech-touch and human-assisted programs across all customer segments
- Act as trusted advisor and voice of in-region customers
- Create strong cross-functional working relationships to develop and coordinate new initiatives that improve the Success services model and customer experience
- Create rapid onboarding process for new team members and continuous learning within the team
- Own insights, analysis and reporting for the region. Become an expert in the Unity ecosystem and products
Requirements
- Rich experience leading Customer Success and Services teams in a SaaS or subscription-based technology company across the APAC region; Thorough understanding of software and/or game development. Industrial sectors (ATM, AEC, Media & Entertainment) a plus
- Strong empathy for customers with passion for revenue and growth
- Experience developing teams and promoting localization of efforts
- Analytical and process-oriented mindset
- Excellent communication and presentation skills, native or fluent written and spoken English, with a great comfort presenting software solutions and products over digital channels (chat, email, sometimes phone)
Bonus points
- Experience with Customer Success systems like Gainsight, Totango, etc
About Unity Technologies
Unity is the world’s leading platform for creating and operating real-time 3D (RT3D) content. Creators, ranging from game developers to artists, architects, automotive designers, filmmakers, and others, use Unity to make their imaginations come to life. Unity’s platform provides a comprehensive set of software solutions to create, run and monetize interactive, real-time 2D and 3D content for mobile phones, tablets, PCs, consoles, and augmented and virtual reality devices.
The company’s 1,400+ person research and development team keeps Unity at the forefront of development by working alongside partners to ensure optimized support for the latest releases and platforms. Apps developed by Unity creators were downloaded more than three billion times per month in 2019 on more than two billion unique devices. 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, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
Headhunters and recruitment agencies may not submit resumes/CVs through this Web site 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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