Senior CSM, Media and Entertainment

Location: San Francisco, with Austin listed as another location; hybrid working arrangement. West Coast location preferred but not required. The role may involve onsite customer visits and international travel.

Salary: $88,000–$124,800 per year base pay for candidates based in the United States; expected OTE of $110,000–$156,000 per year, including bonus or commission.

Company

hirify.global provides a customer engagement platform with cross-channel messaging, journey orchestration, AI-powered decisioning, and personalized customer experiences for brands.

What you will do

• Own strategic enterprise customer relationships as the primary contact and trusted advisor.
• Partner with Account Executives to drive renewals, retention, net retention, and commercial alignment.
• Build Success Plans, provide strategic guidance and enablement, and drive feature adoption.
• Develop customer advocacy, analyze use cases, and recommend media, entertainment, and marketing best practices.
• Coordinate with Technical Support, Industry Solutions, Deliverability Services, Onboarding Managers, and Customer Success Partners to support customers.
• Act as an escalation point, mentor junior colleagues, and temporarily support at-risk or high-opportunity accounts.

Requirements

• Proven customer success experience with a strong track record of renewing and growing customers.
• Experience managing complex international enterprise accounts for a SaaS company for 6+ years, including Fortune 100, FTSE, or DAX customers with ACV of $500,000 or more and multiple senior stakeholders.
• Significant project management experience and/or formal certifications such as PMP or Agile.
• Strong written and verbal communication, follow-up, listening, and problem-understanding skills.
• Strong teamwork, intellectual curiosity, accountability, autonomy, and openness to new perspectives.
• Strong technical domain knowledge in at least two of: SaaS, mobile, APIs, marketing automation, direct marketing, analytics, or programming such as HTML.
• Ability to work with established brands with more than 1,000 employees and lead by example as a senior individual contributor.

Culture & Benefits

• Collaborative, transparent, inclusive, and action-oriented culture focused on work-life harmony.
• Hybrid ways of working with a curated in-office experience.
• Equity eligibility, retirement and employee stock purchase plans, flexible paid time off, and comprehensive medical, dental, vision, life, and disability benefits.
• Fertility benefits, equal paid parental leave, professional development, formal career pathing, learning platforms, and an annual learning stipend.
• Employee Resource Groups, volunteer opportunities, donation matching, and a company-wide Volunteer Week.

Hiring process

• AI-assisted tools may be used to review application materials, schedule and record interviews, and summarize interview notes.
• Recruiting teams remain responsible for hiring decisions; candidates may request an alternative or manual review process where applicable.