Customer Success Manager

Title: Customer Success Manager

Join The Houston Chronicle, to help deliver impactful media campaigns for our customers, leveraging our rich history, extensive audience reach, best-in-class advertising solutions, and the power of cutting-edge AI tools!

At The Houston Chronicle 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.

Role Overview: The Houston Chronicle is searching for a dynamic Customer Success Manager 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.

WhyThe Houston Chronicle? 

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.

Leverage Advanced AI for Maximum Efficiency and Earnings
Imagine having a personal assistant that never sleeps. Our state-of-the-art AI tools, including ChatGPT Enterprise and Gong.io, streamline your workflow, enabling you to close deals faster and manage your pipeline more effectively. 

This means more time to focus on what you love and a direct boost to your earnings potential.

Exclusive Partnership with OpenAI
Through our strategic content partnership with OpenAI and our exclusive ChatGPT Enterprise license, we have unparalleled access to the latest advancements in AI technology. 

This partnership provides us—and you—with a massive competitive edge in the market, ensuring you have the most powerful tools at your disposal to drive sales and exceed targets.

Personalized AI Tutors for Seamless Onboarding
Your success starts from day one. With our personalized AI tutors, every question you have, and every training need you encounter is met with instant, tailored support. 

These AI-driven mentors ensure you learn and sell as quickly and efficiently as possible, empowering you to hit the ground running and achieve your goals faster.

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.
• Drive Success with Innovative Tools: Utilize our AI-powered software to enhance every stage of the sales cycle, from prospecting and planning to presenting and closing deals.

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 The Houston Chronicle and become part of a team that values innovation, collaboration, and customer success. Apply now to make an impact in the Houston, TX advertising market!

About the Houston Chronicle:

The Houston Chronicle, recognized for its Pulitzer Prize-winning journalism, serves its 2.3 million residents with content and marketing solutions across two of Houston’s largest websites — HoustonChronicle.com and Chron.com, along with our magazine, television and newspaper brands.  Our mission is to spark conversations that inspire action to create a better Houston.  All our content and the innovative business solutions we provide invite Houstonians to join conversations about a community we’ve been committed to covering and helping prosper for more than 120 years. The community we all call home.

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-JM1