Customer Success Strategist

Job Description

Customer Success Strategist

WHO WE ARE

A company with deep roots, building like a startup.

Hearst has been in the business of informing and connecting communities since 1887, and we've never been more energized about what comes next. Today, Hearst is one of the most profitable and diversified media companies in the United States, with significant ownership stakes in ESPN, investments across hundreds of businesses, and a newspaper division that has consistently grown by evolving faster than the market expected.

Hearst Connecticut Media Group sits at the center of that evolution. We reach more Connecticut residents than any other local media organization, with 100,000+ paying subscribers, 61 million digital users annually, and the #1 com Score ranking in the state. Our brands (CT Insider, CT Post, New Haven Register, Stamford Advocate, Greenwich Time, and others) are trusted institutions that have served Connecticut communities for generations.

But trust only matters if it translates into results for our advertisers. That's where you come in.
THE OPPORTUNITY

This is not a maintenance role. It's a reinvention role.

The digital advertising landscape in 2026 looks nothing like it did even three years ago. AI is reshaping how campaigns are built, how performance is analyzed, and how client strategies are developed. We are leaning into that shift, aggressively, not cautiously. We are embedding AI-powered tools into our workflow to surface insights faster, identify risks earlier, and deliver smarter recommendations to the businesses we serve.

For this role, AI fluency will be strongest when paired with practical platform fluency. The strategist we hire should be comfortable looking at paid media performance through the lens of real campaign platforms - especially Google Ads and Meta Ads - and translating what those platforms are telling us into smarter client strategy.

What AI makes possible for this role:

• Automated performance pattern recognition across hundreds of campaigns simultaneously.

• AI-generated optimization recommendations that a strategist interprets, contextualizes, and acts on.

• Predictive churn signals and renewal risk scoring before issues become visible.

• Faster, sharper client narratives built from real-time data, not retrospective reporting.

• More informed review of paid search and paid social performance across Google Ads and Meta Ads Manager.

The Customer Success Strategist who joins us now will help define how this works in practice, not inherit a finished playbook. If you are energized by building something rather than running something, this role was written for you.

THE ROLE

Customer Success Strategist

This is a proactive, strategy-oriented position focused on helping our sales and customer success teams deliver measurable outcomes for local businesses across Connecticut. You will not manage a reactive book of business. Your job is to stay ahead of the data, ahead of the risks, and ahead of the opportunity, and then equip the people around you to act on what you find.

You will work across SEO, SEM, Paid Search/Google Ads, Paid Social/Meta Ads, Programmatic Display, Email Marketing, and web solutions, interpreting performance, surfacing insights, and translating them into strategies that help our clients grow. You will also be a key user of our AI-powered intelligence tools, developing fluency in how to prompt, interpret, and apply machine-generated analysis in real-world client conversations.
WHAT YOU'LL DO

Responsibilities

1. Strategic partnership. Serve as a trusted strategic resource to sales and customer success teams, developing proactive, data-backed recommendations that align digital programs to each client's business goals.

2. AI-powered performance analysis. Leverage our AI intelligence tools alongside platform data, Google Analytics/GA4, Salesforce insights, Google Ads, and Meta Ads Manager to identify campaign trends, optimization opportunities, and risk signals before they become problems.

3. Campaign strategy & optimization. Recommend and support digital marketing strategies across SEO, SEM, Google Ads, Meta Ads, Programmatic Display, Email Marketing, and website…