Title: Customer Success Strategist
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.
Role Overview: 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.
Why Hearst Austin Media Group and The Austin American-Statesmen? Our people make the difference! Our diverse team is filled with passionate individuals who want to win. We offer an upbeat and collaborative working environment where challenging the norm is encouraged. With ample opportunities to learn new skills and advance within the organization, our team members are given the tools to learn and grow their careers.
What will you do?
· Customer Experience: Act as the primary point of contact for customers throughout the entire lifecycle, from onboarding to ongoing relationship management.
· Data Analytics: Analyze KPIs and campaign data to identify strengths, weaknesses, and areas for optimization.
· Pipeline Management: Develop and nurture long-term client relationships, with a focus on increasing retention and growing revenue.
· Product Expertise: Become an expert on our digital and print products/services.
· Client Interaction: Provide proactive customer support, addressing any concerns or issues that arise and ensuring timely resolution.
· Client Solutions: Recommend new products and promotional opportunities to current clients and handle objections efficiently.
· Collaboration: Join forces with sales teams to develop upsell opportunities and drive incremental revenue growth.
· Implementation: Lead internal teams in the execution of client campaigns, ensuring successful delivery of services and meeting client expectations.
· Forecasting: Manage client pipeline and monthly revenue forecast in Salesforce.com. Stay up to date on industry trends and best practices, continuously seeking ways to improve client outcomes.
· Advertising Solutions: Create and deliver customized performance reports on digital media campaigns (including SEO, SEM, social media, and web analytics), providing actionable insights and recommendations.
What will it take to be successful?
· Purposeful: You are direct and get things done quickly, with confidence, integrity, and determination.
· Adaptable: You react and adjust to changing conditions and come up with practical ideas to deal with them.
· Driven: You have self-assurance and competitive drive, delivering high-quality, organized, and repeatable results.
· Communicator: You are a lively and intelligent person with a stimulating influence on others.
· Trend-savvy: You will keep informed of industry developments to ensure our digital advertising strategies remain cutting-edge and effective.
What we’re looking for:
· 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.
What we offer:
· Dynamic Environment: A great work environment where it's never boring.
· Comprehensive Training: Paid in-depth sales and product training.
· Competitive Compensation: Competitive base salary with uncapped commissions for unlimited earning potential.
· Collaborative Culture: Ideas and input are always welcome. · Learn more about Hearst Newspapers at www.joinhnp.com
Our Benefits: At Hearst Newspapers we not only support our employees through personal and professional development, but we also believe in promoting each individual’s physical, financial and emotional wellbeing (and that of their family). Our industry-leading benefits include:
· 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 Parental Leave: Support for growing families, with paid leave for new parents.
· Monthly Child & Dependent Care Reimbursement: Financial support for the care of your loved ones.
· Emotional Wellbeing: Be your best self with our mental wellness benefits.
· LGBTQ+ & Inclusive Health Services: Inclusive healthcare designed for every individual’s unique needs.
· Fertility Coverage & Menopause Support: Helping you along every step of your family journey.
· Pet Wellness Reimbursement & Rover Credits: We care about your pets, too – helping you keep them happy and healthy. · And more, click here for additional benefits and details.
Join us at Austin Media Group and The Austin American Statesmen and become part of a team that values innovation, collaboration, and customer success. Apply now to make an impact in the Austin advertising market!
About Hearst Newspapers:
With 2,500 employees across the nation, HNP represents a network of 24 daily and 52 weekly publications, including the San Francisco Chronicle, Houston Chronicle, San Antonio Express-News and Albany Times Union, several top digital-only news and lifestyle sites, marketing services businesses, and entertainment businesses such as King Features Syndicate. At HNP, we are investing in new and innovative ways to tell stories–growing newsrooms, diversifying tools, evolving platforms–to support the millions of people who trust us each month to help them make decisions, take action and be inspired.
Be a part of something bigger–Your Headline Awaits
#LI-DH1
#LI-Hybrid
Skills Required
- 2+ years of business-to-business outside sales in advertising or media with proven success in 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
- Experience with Salesforce (preferred)
- BA/BS degree in Advertising, Marketing, or Communications or equivalent experience
- Ability to work hybrid schedule (three days per week in office)
- Proven ability to analyze KPIs/campaign data and provide strategic recommendations (SEO, SEM, social, web analytics)
Hearst Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hearst and has not been reviewed or approved by Hearst.
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Healthcare Strength — Healthcare coverage is described as comprehensive, including medical plan choice, full in-network preventive coverage, dental and vision, telemedicine, prescription coverage, and fertility resources. Mental-health resources and other wellbeing services (e.g., therapy sessions, crisis support, virtual physical therapy, and chronic-condition programs) further strengthen the health offering.
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Retirement Support — Retirement support is positioned as meaningful through a 401(k) plan with company matching and Hearst covering plan administration fees. Performance bonuses are also noted as available in some roles, adding an additional rewards component beyond base pay.
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Leave & Time Off Breadth — Time-off benefits include paid holidays, paid sick days, and vacation time with a commonly cited annual range, alongside paid parental leave and family medical leave. A remote work program and flexibility signals are also included as part of the overall rewards experience.
Hearst Insights
What We Do
Hearst is a leading global, diversified media, information and services company with more than 360 businesses. Its major interests include ownership in cable television networks such as A&E, HISTORY, Lifetime and ESPN; global financial services leader Fitch Group; Hearst Health, a group of medical information and services businesses; transportation assets including CAMP Systems International, a major provider of software-as-a-service solutions for managing maintenance of jets and helicopters; 33 television stations such as WCVB-TV in Boston and KCRA-TV in Sacramento, California, which reach a combined 19 percent of U.S. viewers; newspapers such as the Houston Chronicle, San Francisco Chronicle and Times Union (Albany, New York); more than 300 magazines around the world, including Cosmopolitan, ELLE, Men's Health and Car and Driver, and digital services businesses such as iCrossing and KUBRA; and investments in emerging digital entertainment companies such as Complex Networks.
