Unity Performance Manager, Customer Success Interview Guide

Role Overview

The Performance Manager, Customer Success at Unity plays a key role in ensuring that Unity’s clients, mostly game developers and creative studios, get maximum value from Unity’s suite of tools and services. You’ll work closely with clients to ensure that their projects are successful, helping them optimize their use of Unity’s technology. This role involves a combination of customer relationship management, strategic account management, data analysis, and troubleshooting.

Interview Process

The interview process for the Performance Manager, Customer Success role at Unity typically involves several stages. Each stage assesses different aspects of your skills, experience, and fit for the role:

1. Initial Screening with HR

The first step is usually a phone call with a recruiter. This is a relatively low-pressure conversation designed to assess your basic fit for the position, your background, and your motivation for applying. They’ll review your resume and ask general questions about your experience in customer success or account management roles.

Sample Questions:

• “What interests you about working at Unity?”
• “Can you describe your experience in customer success or client management?”
• “Tell me about a time you went above and beyond to help a client succeed.”

2. Behavioral Interview with Hiring Manager

In the second round, you will likely have a more in-depth interview with the hiring manager. This is where they will focus on understanding how your previous experiences align with the responsibilities of the Performance Manager role. Expect behavioral questions that probe your ability to manage client relationships, resolve issues, and drive customer success outcomes.

Sample Behavioral Questions:

• “Tell us about a time when you had to handle a difficult client. How did you manage the situation?”
• “Describe a situation where you identified a gap in a customer’s understanding of your product. How did you address it?”
• “Give an example of how you’ve helped a customer optimize the use of a product or service. What steps did you take?“

3. Technical and Analytical Skills Assessment

Given the data-driven nature of the Performance Manager role, the next stage may involve a technical or analytical assessment. This could include reviewing customer data, identifying trends, and recommending solutions to optimize performance.

Sample Exercise:
You might be given a dataset related to a client’s usage of Unity’s tools and asked to provide insights on how to improve their performance. You may also be asked to create a customer success plan based on the provided data.

Example Tasks:

• “Given a dataset of Unity’s user engagement metrics, identify key areas where performance could be improved for a particular customer.”
• “How would you analyze customer success metrics to identify at-risk clients and create a plan to address their needs?“

4. Case Study or Role Play

A case study or role-play is a common part of the interview for a customer-facing role like this. During this phase, you may be asked to simulate a client meeting where you have to present solutions to improve customer success. This will assess your communication skills, your ability to think strategically on the spot, and your client management abilities.

Sample Scenario:
You might be asked to role-play a meeting with a client who is experiencing difficulty using Unity’s tools. The client might be facing issues with performance optimization, or they might be considering switching to a competitor. You’ll need to demonstrate how you would handle the situation, address their concerns, and suggest solutions.

Example Questions:

• “A client is struggling with performance issues in Unity and is considering switching platforms. How would you handle this conversation?”
• “How would you approach a client who isn’t seeing the expected results from Unity’s services? How would you turn the situation around?“

5. Final Interview – Cultural Fit and Strategic Thinking

The final round is typically with senior leaders or team members and is focused on assessing your cultural fit and long-term potential at Unity. Expect to answer questions about your approach to customer success, your ability to align customer goals with Unity’s tools, and how you manage competing priorities in a fast-paced environment.

Sample Questions:

• “Why do you think Unity’s customer success model is important for the company’s growth?”
• “How do you manage multiple client accounts while ensuring each one gets the attention it needs?”
• “Unity is a fast-paced company with rapidly changing products. How do you ensure you stay ahead of customer needs in such an environment?”

Key Skills and Experience Unity Looks For

• Customer Success Expertise: Experience in a customer-facing role, especially within tech, gaming, or SaaS, is essential. The ability to understand customer pain points, recommend solutions, and build strong, long-lasting relationships is key.
• Data-Driven: The Performance Manager role involves analyzing customer data to drive success outcomes. You should be comfortable working with metrics like engagement, churn, and product adoption, and using tools like Excel, Looker, or similar platforms for reporting and analysis.
• Problem-Solving and Strategic Thinking: A key part of the role is identifying ways to improve customer success through strategic thinking. You’ll need to demonstrate your ability to analyze situations, come up with creative solutions, and implement those strategies effectively.
• Communication and Presentation Skills: Strong written and verbal communication skills are essential, as you will frequently need to convey complex data insights to clients in a way they can understand and act upon. You may also need to present your recommendations to internal stakeholders.
• Technical Understanding of Unity’s Tools: While this role is more customer-focused, a basic understanding of Unity’s tools and technologies will be crucial. You don’t need to be a developer, but understanding the platform’s capabilities and potential use cases will help you provide better support to clients.

Example Scenarios and Questions

• Scenario 1: A customer is facing issues with Unity’s cloud services, and their project deadlines are being affected. They are considering switching to another provider. How would you handle this situation, and what steps would you take to retain the customer?
• Scenario 2: You are assigned to a client that is not fully utilizing the potential of Unity’s platform. How would you analyze their current use, identify opportunities for improvement, and engage the customer in a meaningful conversation to drive product adoption?
• Scenario 3: A client has recently expanded their project, and they need assistance with optimizing their in-app monetization strategy using Unity. How would you assess their current setup, provide actionable recommendations, and ensure they are on track for success?