Customer Success Specialist
The opportunity
Join the innovative and rapidly expanding team at Unity Grow, a groundbreaking large-scale mobile platform. We are seeking an exceptional, passionate, and technical Client Success Specialist to join our APAC Customer Growth Team to support Sales New Money onboarding.The primary objective of this role is to reclaim Sales capacity by eliminating "shadow support"—shifting the technical, operational, and administrative burdens of a client’s first 90 days away from Sales teams. You will act as the primary technical, operational, and chief liaison point of contact for new partners. By managing the critical "Technical Sprint" and formalizing the onboarding workflow, you will ensure successful account activation, drive early revenue generation, and eliminate unstructured, off-the-record assistance.
This presents an exciting opportunity for individuals who are eager to make a substantial impact on a technically challenging product with a vast audience. We highly value team players with technical excellence, operational agility, a sense of ownership, and a "Technical Success" mindset.
What you'll be doing
- Technical Integration & Sprint Execution: Execute the "Technical Sprint" with precision, ensuring SDK integration, MMP attribution, and API handshakes are completed with 100% accuracy for new clients.
- Account Incubation & Activation: Drive newly onboarded accounts toward early "Success Thresholds" within their first 90 days to guarantee early monetization and activation.
- Cross-Pillar Operational Support: Undergo cross-training and flexibly support three core product pillars based on business demands:
- Offerwall: Provide consultancies on virtual currency configuration logic, entry point optimizations, exchange rates, A/B testing, and campaign allow-listing.
- Unity Ads: Deliver operational onboarding support, basic technical troubleshooting, and performance benchmarking.
- Operational Readiness: Manage the financial and compliance layer, including payout configurations, App ID unlinking, and creative compliance reviews.
- Shadow Support Elimination & Centralization: Act as the centralized, formal operational point of contact for new partners. By triaging and resolving technical blockers via dedicated channels (such as Slack/WeChat), you will absorb ad-hoc operational tasks and eliminate the invisible "shadow support" historically done by Sales, allowing them to focus entirely on revenue growth.
- Product Feedback Loop: Transition client assistance from "invisible, off-the-record" fixes into trackable data. Proactively document, synthesize, and report UI/UX friction points or integration hurdles to Unity Product and Engineering teams to drive long-term self-serve automation.
- Velocity & SLA Management: Maintain a strict response time (<24 hours) for technical blockers, aiming to compress the average "Go-Live" lag from 32 days down to a target of 14 days.
What we're looking for
- Professional Experience: 2+ years of experience in account management, client success, or technical support within the mobile advertising / ad-tech industry.
- Ad-Tech & Technical Proficiency: Deep, practical knowledge of the mobile advertising ecosystem, including hands-on experience with SDKs, API integrations, and major mobile measurement partners (MMPs) such as AppsFlyer, Adjust, Kochava, or Singular.
- Domain Expertise: Solid understanding of the Offerwall ecosystem with direct experience in Offerwall launch, onboarding, or operations.
- Operational Agility: Proven ability to quickly master and navigate complex internal back-end tools, data dashboards (e.g., Looker), and AI-enabled support tools or knowledge bases.
- Data & Solution-Oriented Mindset: Strong data analysis skills (Excel, pivot tables) paired with a "Technical Success" mindset—the ability not just to close a support ticket, but to identify optimization opportunities that drive early revenue and monetization for clients.
- Communication & Stakeholder Management: Exceptional communication skills with the ability to coordinate effectively with high-pressure Sales teams and external enterprise technical counterparts. Proven ability to set boundaries to successfully eliminate shadow tasks.
- Language Proficiency: Ability to speak and write fluently in English and Mandarin (Mandarin and English are the core working languages).
Additional information
- Relocation support is not available for this position
- Work visa/immigration sponsorship is not available for this position
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.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.
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