Customer Success Strategist

Austin American-Statesman; Austin (TX); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Uncapped commissions

Benefits package

Training and development

Job summary

Austin American-Statesman is seeking a Customer Success Strategist to support digital advertising teams in Austin. You will manage campaigns, analyze performance, and deliver strategic recommendations to improve client outcomes.

You will collaborate with sales and internal teams to exceed expectations, drive retention and revenue, and become an expert on digital and print products. Competitive base with commissions is offered, plus comprehensive benefits.

Qualifications

• BA/BS degree in Advertising, Marketing, or Communications, or equivalent experience.
• 2+ years of B2B outside sales in advertising or media with a proven track record of new business acquisition.
• Superior presentation, interpersonal, and communication skills.
• Technically savvy with experience in Google Analytics, Excel, Word, and CRM systems (Salesforce preferred).
• Goal-oriented, competitive, analytical, and forward-thinking with strong business and financial acumen.

Responsibilities

• Act as the primary point of contact for customers throughout the lifecycle, from onboarding to ongoing relationship management.
• Analyze KPIs and campaign data to identify strengths, weaknesses, and optimization opportunities.
• Develop and nurture long‑term client relationships, focusing on retention and revenue growth.
• Become an expert on our digital and print products and services.
• Provide proactive customer support, addressing concerns and ensuring timely resolution.
• Recommend new products and promotional opportunities to current clients and handle objections efficiently.
• Collaborate with sales teams to develop upsell opportunities and drive incremental revenue growth.
• Lead internal teams in executing client campaigns, ensuring successful delivery of services and meeting expectations.
• Manage client pipeline and monthly revenue forecast in Salesforce.com.
• Create and deliver customized performance reports on digital media campaigns (SEO, SEM, social media, web analytics), providing actionable insights and recommendations.

Skills

Presentation skills

Interpersonal

Analytical thinking

Goal‑oriented

Trend‑savvy

Communication

Education

BA/BS in Advertising/Marketing/Communications

Tools

Google Analytics

Excel

Word

CRM systems (Salesforce)

Job description

Title: Customer Success Strategist

Hearst Austin Media Group and The Austin American-Statesmen are seeking a dynamic Customer Success Strategist to support our digital advertising teams. You will build and maintain strong customer relationships, ensuring client satisfaction and driving retention and revenue growth.

Role Overview

As a Customer Success Strategist, you manage digital media campaigns, provide in‑depth performance analysis, and offer strategic recommendations to improve customer outcomes. You will collaborate with sales teams and internal departments to exceed expectations and help clients realize maximum value from our digital marketing solutions.

Responsibilities

• Act as the primary point of contact for customers throughout the lifecycle, from onboarding to ongoing relationship management.
• Analyze KPIs and campaign data to identify strengths, weaknesses, and optimization opportunities.
• Develop and nurture long‑term client relationships, focusing on retention and revenue growth.
• Become an expert on our digital and print products and services.
• Provide proactive customer support, addressing concerns and ensuring timely resolution.
• Recommend new products and promotional opportunities to current clients and handle objections efficiently.
• Collaborate with sales teams to develop upsell opportunities and drive incremental revenue growth.
• Lead internal teams in executing client campaigns, ensuring successful delivery of services and meeting expectations.
• Manage client pipeline and monthly revenue forecast in Salesforce.com.
• Create and deliver customized performance reports on digital media campaigns (SEO, SEM, social media, web analytics), providing actionable insights and recommendations.

Success Factors

• Purposeful: Direct and efficient, acting with confidence, integrity, and determination.
• Adaptable: Responds to changing conditions and develops practical ideas.
• Driven: Demonstrates self‑assurance and competitive drive, delivering high‑quality results.
• Communicator: Engages others intelligibly and influences positively.
• Trend‑savvy: Stays informed on industry developments to keep strategies cutting‑edge.

Qualifications

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

What We Offer

• Dynamic environment with continuous learning and innovation.
• Paid in‑depth sales and product training.
• Competitive base salary with uncapped commissions for unlimited earning potential.
• Collaborative culture where ideas and input are valued.
• Access to Hearst Newspapers benefits and resources.

Benefits

• Medical, Dental, and Vision coverage.
• Competitive retirement plan with matching program in most markets.
• Generous paid time off, including holidays and vacation.
• Paid parental leave.
• Monthly child & dependent care reimbursement.
• Mental wellness benefits.
• Inclusive health services for LGBTQ+ and other needs.
• Fertility coverage and menopause support.
• Pet wellness reimbursement & Rover credits.
• Additional benefits available upon request.

How to Apply

Apply now to join a vibrant team that values innovation, collaboration, and customer success.