[Hiring] Senior Customer Success Manager @Shift Media Holdings Inc

Role Description

We are looking for a competitive, revenue-driven Senior Customer Success Manager who lives and breathes post-production and thrives on closing deals. At EditShare, you aren't just a "relationship manager" or a support cushion—you are a commercial growth engine, a strategic partner, and a master of account expansion. This role is designed for a consultative seller who uses deep technical credibility to unlock massive upsell and cross-sell opportunities.

You will own a book of business consisting of major streaming services, production companies, and enterprise marketing teams, with the explicit mandate to retain, upsell, and expand our footprint across all three platforms. You will own the entire customer commercial lifecycle. Because our products are deeply integrated into the creative process, you must speak "editor" fluently, while maintaining a razor-sharp, hunter mindset for revenue growth.

Key Responsibilities

• Bold Revenue Expansion: Own and exceed a net-retention and upsell quota. Proactively hunt for expansion, cross-sell, and upgrade opportunities within your book of business, turning standard renewals into major growth wins.
• Commercial Negotiation & Full-Cycle Ownership: Lead commercial conversations, negotiate enterprise contract renewals, mitigate churn, and independently progress expansion deals through your pipeline from discovery to close.
• High-Value Value Realization: Drive rapid onboarding and product adoption for enterprise creative teams. You understand that the faster a client sees value, the faster they are primed for an upsell.
• Strategic Workflow Consultation: Act as the ultimate subject matter expert. Challenge clients on their current workflows and demonstrate how upgrading or expanding their EditShare suite will save them time and money.
• Data-Driven Account Health: Actively monitor account health metrics, usage data, and user engagement to identify both churn risks to defend, and expansion signals to act on.

Qualifications

• 5+ Years of Commercial Experience: A proven track record in a quota-carrying CSM, Account Management, or Technical Sales role within SaaS, Video tech, or Media & Entertainment.
• Demonstrated Upsell Achievement: Proven success managing, renewing, and expanding a book of business, with historical data of hitting or exceeding net revenue retention (NRR) targets.
• Post-Production Domain Expertise: Deep technical understanding of video workflows, codecs, proxies, shared storage, and cloud-based collaboration tools.
• Elite Presentation Skills: Masterful at running high-stakes platform demos, closing pitches, and executing Executive Business Reviews (EBRs) that tie product usage directly to business ROI.
• Experience with Salesforce or similar CRM.
• Ability to travel up to 15% of the time to industry events.

Preferred Qualifications

• Experience with Avid Media Composer, Adobe Premiere, Adobe AfterEffects, or DaVinci Resolve Studio.
• Background working in post-production, media and entertainment, or advertising.
• Advanced proficiency in Salesforce for pipeline management and forecasting.

Benefits

• This is a work from home position, but you must be within the Eastern time zone in the USA.
• Occasional travel will be required for client visits and key industry events.
• 100% company-paid employee health insurance (BCBS PPO), Delta Dental, VSP vision.
• 85% dependent coverage for medical (dependent coverage for dental and vision is paid 100% by EditShare).
• 100% company-paid short-term and long-term disability insurance.
• Flexible Time Off.
• 10 days of sick leave every year.
• 13 paid holidays.
• The opportunity to work with and learn from an amazing group of people.