Customer Success Representative

NewPoint Media Group; Austin (TX); Hybrid; USD 40,000 - 65,000; Full time

Benefits offered by this job

Hybrid schedule (4 days in office, 1?%

Job summary

NewPoint Media Group in Austin, TX is seeking a Customer Success Representative to own customer retention and renewals, guide onboarding, and support clients navigating our marketing tools.

You will maximize lifetime value, proactively identify growth opportunities, and collaborate with Sales and Production to ensure clients succeed and grow.

Qualifications

• Experience in customer success or similar client-facing role preferred.
• Exceptional verbal and written communication skills.
• Growth mindset with willingness to learn and improve.
• Proactive, collaborative approach with customers via phone, email, and text.

Responsibilities

• Own customer retention and renewal outcomes; analyze data to grow renewals.
• Identify upsell opportunities to expand service use.
• Build relationships by understanding goals and providing ongoing support.
• Drive customer success and turn customers into promoters and referrals.
• Assist onboarding of new customers into advertising systems and platforms.
• Serve as main contact for inbound/outbound communication (calls, emails, texts).
• Coordinate with Production to ensure timely delivery and alignment with customer expectations.
• Collaborate with Sales and Production to deliver exceptional customer experience.

Skills

Customer relationship

Communication

Problem-solving

Tools

Gmail

Google Sheets

Excel

HubSpot

Job description

At NewPoint Media Group, we're committed to being the residential real estate industry's innovative, integrated marketing partner — helping agents build lasting brands, not just sell one listing at a time. Our mission is to deliver local, targeted marketing solutions across print, digital, and lead generation that fuel our clients' growth year-round. As the parent company of some of the most recognizable real estate brands in the U.S., including Homes & Land, we combine data-driven targeting with creative execution to reach millions of home buyers and sellers nationwide while giving our agent partners the always-on presence and technology they need to stay ahead of the market.

About the Role

We’re looking for a talented, self-driven Customer Success Representative (CSR). In this role, you'll take ownership of customer retention, contract renewals, guide onboarding, and support our customers as they navigate our marketing tools and services. Your primary focus will be to ensure customer satisfaction, maximize the lifetime value of each account, and proactively identify ways to help our customers grow. This role blends relationship-building, strategic account management, and results-driven communication. You’ll collaborate closely with our Sales and Production teams at our Austin, TX office to ensure every customer has what they need to succeed and grow.

Why This Role Matters

This isn’t just a support position. You will play a key role in driving recurring revenue by strengthening customer relationships, minimizing churn, and growing accounts over time.

Why Work for Us:

• Base salary of $40k
• Total On-Target Earnings of $65k+
• Hybrid schedule (4 days in office, 1 day remote – Fridays)
• Full tech setup provided (laptop, etc.)
• Competitive benefits including Medical, Dental, and Vision
• Unlimited PTO

Who You Are

• You are a hard-working, high-energy professional who thrives in a fast-paced environment and takes pride in building strong relationships, solving problems proactively, and ensuring customer satisfaction and retention.
• You are a natural communicator who can quickly build rapport, listen actively, and convey information clearly across phone, email, and text.
• You are empathetic and personable, able to connect with customers on a human level and build lasting relationships through trust and understanding.
• You are a relationship-builder who values trust and long-term customer success.
• You are proactive, collaborative, and adaptable - you're the first to raise your hand and the last to let a customer down.
• You have the ability to identify, grow and retain engaged customers.
• You are a strong problem-solver who thrives in a fast-paced, evolving environment.
• You are organized and detail-oriented -you can manage multiple accounts and projects without missing a beat.
• You are driven to help others succeed and committed to providing excellent service.

Key Responsibilities

• Own customer retention and renewal outcomes—analyze client data and feedback to grow renewal rates and reduce churn.
• Proactively identify upsell opportunities to expand customer use of our services and recommend solutions that align with their goals.
• Build strong relationships with customers by understanding their goals and providing strategic, ongoing support.
• Drive customer success by turning satisfied customers into net promoters who refer others and share their positive experiences.
• Support onboarding of new customers into our advertising systems and platforms.
• Serve as a primary point of contact for inbound and outbound customer communication (calls, emails, texts).
• Organize ad materials and work with the Production team to ensure accurate layout and timely delivery that aligns with customer expectations.
• Coordinate resolution of service-related issues and ensure customer satisfaction.
• Collaborate with Sales and Production to deliver an exceptional customer experience.

Background and Experience

• Customer Success or similar client-facing role preferred
• Strong experience with Gmail, Google Sheets, Excel & CRM tools such as HubSpot.
• Exceptional verbal and written communication skills, with the ability to clearly convey information and build rapport.
• A growth mindset with a strong work ethic, willingness to learn, take feedback, and continuously improve.
• Proactive and confident approach when engaging with customers through phone, email, and text, handling both relationship-building and problem-solving conversations with ease.
• A proven track record of exceeding client satisfaction, retention, or engagement goals is highly desirable.

Why Join NewPoint Media Group

• Opportunity to contribute to the growth of some of the most recognizable real estate publications in North America.
• Work in a collaborative and supportive environment that values innovation and creativity.
• Be part of a dynamic team dedicated to driving marketing success and industry leadership.
• Gain exposure to integrated marketing solutions that combine print, web, mobile, social, direct mail, and email.
• Competitive compensation and opportunities for professional growth.