Jeffrey Hanks
Director of Customer Success @Unity
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WORK HISTORY
Director of Customer Success @Unity
Austin, TX, US
I lead Unity’s Customer Success Product & Operations organization — a 50-person team overseeing five core business functions that support our global Customer Success (CS) org of 500+ employees and drive tens of millions in revenue annually. Reporting to the VP of Customer Success, I work cross-functionally to scale delivery, improve efficiency, and deepen customer impact across Unity’s global markets.My team’s scope includes: • Product Management: Ownership of all Customer Success products, including training, support, and consulting. I actively engage in complex, high-value deals (often $1M+) to support strategic sales opportunities and close enterprise engagements. • Operations: Delivery of all CS operational systems (e.g, Zendesk, Gainsight), cross-functional CS programs, and data-driven initiatives focused on organizational efficiency. • Enablement: Development and delivery of enablement for both Sales and CS teams across Unity’s Entertainment and Industry verticals — from tooling and product knowledge to systems training and process optimization. • Professional Training: Oversight of Unity’s professional learning ecosystem, including our on-demand training platform (500+ hours of self-paced content), instructor-led training, and Unity Certifications. In 2024, we achieved 20% YoY revenue growth and are tracking toward 50% growth in 2025 — all while operating at strong gross margins. • Skills Development Programs / Centers of Excellence: Design and execution of large, multi-year workforce development programs, often in collaboration with governments globally and large Enterprise customers. These initiatives aim to develop RT3D talent pipelines and improve employment outcomes.
EDUCATION
Ball State University
Bachelor’s Degree, Computer Science
ABOUT JEFFREY HANKS
Product and Program MarketingHitting the mark for large and complex programs is where I do my best work. My strengths lie in managing the intersection between large problems and driving decisive decisions that deliver high-yield results without unnecessary delays.Because I have a wide array of experience that gives me a “a jack of all trades” perspective, I’ve earned a reputation as an idea generator with rapid ability to develop thorough plans despite working within short time frames.By leveraging my understanding of complex analytics, budgets, timelines, go-to-market strategy, and other product marketing considerations, I’m able to look a problem holistically, and provide broader solutions rather than simply remaining in a single swim lane.By looking at analytics and make data-driven decisions, I transform technical expertise into product and program marketing solutions that break up competitor noise and set companies ahead within highly-contested marketplaces.Communications is critical… I easily relate to engineers or have a conversation with a C-Level exec about why a particular technology will be significant to end users – and on a macro scale, where I can develop a marketing plan around a technical or complex product that can resonate with end users. I’m also able to quantify and measure the value of various programs and initiatives to determine their value. ROI is a critical factor in the mind of most senior executives and many people that can run a program lack the ability to know how to define, measure, and report on the success of their program; this is something I do well.By working together, I help teams make big changes either by improving something in a significant way or by creating something from scratch; being given a very challenging task and then delivering on it.
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