Customer Success Strategist

Company Overview

Join Hearst Austin Media Group and The Austin American-Statesmen to help deliver impactful media campaigns for our customers, leveraging our rich history, extensive audience reach and best-in-class advertising solutions.

At Hearst Austin Media Group and The Austin American-Statesmen we are driven by a commitment to inform, inspire, and provoke—boldly and authentically. Our employees are encouraged to be relentless, fearless, and startlingly original as they tell stories that shape our community and beyond. We nurture a culture of continuous learning, innovation, and integrity, empowering our team to push boundaries and grow professionally.

Together, we build a legacy of excellence, where every contribution helps shape the story of one of the most celebrated media organizations in the world.

Hearst Austin Media Group operates on a hybrid work week schedule and works three days a week in office.

Hearst Newspapers is searching for a dynamic Customer Success Strategist to support our digital advertising teams. You will be responsible for building and maintaining strong customer relationships, ensuring client satisfaction, and driving retention and revenue growth. This role involves managing digital media campaigns, providing in-depth performance analysis, and offering strategic recommendations to improve customer outcomes. You will work closely with sales teams and internal departments to meet and exceed customer expectations, ensuring customers realize maximum value from the company's digital marketing solutions.

• Act as the primary point of contact for customers throughout the entire lifecycle, from onboarding to ongoing relationship management.
• Analyze KPIs and campaign data to identify strengths, weaknesses, and areas for optimization.
• Develop and nurture long-term client relationships, focusing on increasing retention and growing revenue.
• Become an expert on our digital and print products/services.
• Provide proactive customer support, addressing any concerns or issues that arise and ensuring timely resolution.
• Recommend new products and promotional opportunities to current clients and handle objections efficiently.
• Join forces with sales teams to develop upsell opportunities and drive incremental revenue growth.
• Lead internal teams in the execution of client campaigns, ensuring successful delivery of services and meeting client expectations.
• Manage client pipeline and monthly revenue forecast in  Stay up to date on industry trends and best practices, continuously seeking ways to improve client outcomes.
• Create and deliver customized performance reports on digital media campaigns (including SEO, SEM, social media, and web analytics), providing actionable insights and recommendations.

• Purposeful:
  Direct and gets things done quickly, with confidence, integrity, and determination.
• Adaptable:
  Reacts and adjusts to changing conditions and comes up with practical ideas to deal with them.
• Driven:
  Has self-assurance and competitive drive, delivering high-quality, organized, and repeatable results.
• Communicator:
  Lively and intelligent person with a stimulating influence on others.
• Trend-savvy:
  Keeps informed of industry developments to ensure our digital advertising strategies remain cutting-edge and effective.

• Education:
  
  BA/BS degree in Advertising, Marketing, or Communications a plus or equivalent experience.
• Experience:
  
  2+ years of business-to-business outside sales in advertising or media, with a proven success in new business acquisition and exceeding revenue goals.
• Skills:
  
  Superior presentation, interpersonal, and communication skills. Technically savvy with experience in Google Analytics, Excel, Word and CRM systems (Salesforce preferred).
• Mindset:
  Goal-oriented, competitive, analytical and forward-thinking with strong business and financial acumen.

• Physical Wellbeing:
  Medical, Dental, and Vision coverage to keep you and your family healthy.
• Invest for the Future:
  Competitive retirement plan with matching program in most markets.
• Generous Paid Time Off:
  Recharge with ample time off, including holidays and vacation.
• Paid…