Principal Customer Success Manager, Media and Entertainment (SaaS)

Location: Chicago, United States; hybrid working. West Coast location is preferred but not required, and the role may involve international travel and time onsite with customers.

Salary: $96,000–$151,000 per year. Expected OTE: $117,000–$167,000 per year, including bonus or commission.

Company

hirify.global provides a customer engagement platform for personalized cross-channel messaging, journey orchestration, and AI-powered marketing optimization.

What you will do

• Own strategic enterprise customer accounts as a trusted advisor and primary point of contact.
• Partner with Account Executives to drive renewals, retention, net retention, and commercial alignment.
• Build Success Plans, increase feature adoption, and provide strategic guidance, enablement, and non-technical support.
• Analyze customer use cases and recommend marketing, industry, and vertical best practices.
• Coordinate with Technical Support, Industry Solutions, Deliverability Services, and Onboarding Managers to ensure seamless customer outcomes.
• Mentor junior Customer Success colleagues, support at-risk accounts, escalate customer issues, and synthesize product feedback.

Requirements

• 6+ years of experience managing complex international enterprise accounts at a SaaS company, including accounts with ACV of $500,000 or more.
• Proven success in renewing and growing customers and managing multiple senior client stakeholders.
• Significant project management experience or formal certifications such as PMP or Agile.
• Strong written and verbal communication, follow-up, listening, and problem-solving skills.
• Strong technical domain knowledge in at least two areas such as SaaS, mobile, APIs, marketing automation, direct marketing, analytics, or programming.
• Ability to lead by example as a senior individual contributor and mentor colleagues.

Culture & Benefits

• Hybrid ways of working with a curated in-office experience.
• Equity grants, retirement and employee stock purchase plans, and flexible paid time off.
• Medical, dental, vision, life, disability, fertility, and equal paid parental leave benefits, varying by location.
• Formal career pathing, learning platforms, and an annual learning stipend.
• Collaborative, transparent, inclusive culture with employee resource groups and community volunteering opportunities.

Hiring process

• AI-assisted tools may be used to review application materials, schedule and record interviews, and summarize interview notes.
• Candidates may request an opt-out or manual review where applicable.