Customer Success Manager

Hearst•Dallas, TX

About The Position

At The Dallas Morning News 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 Dallas Morning News is searching for a dynamic Client Success Manager to support our advertising teams. You will be responsible for building and maintaining strong customer relationships, ensuring client satisfaction, helping drive retention and revenue growth. This role involves managing print and 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 The Dallas Morning News? 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, our team members are given the tools to learn and grow their careers. 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 help 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 as quickly and efficiently as possible, empowering you to hit the ground running and achieve organic growth faster.

Requirements

Education: BA/BS degree in Advertising, Marketing, or Communications a plus or equivalent experience.
Experience: 2+ years of business-to-business sales in advertising or media, with a proven success in business acquisition and client management support.
Skills: Superior presentation, interpersonal, and communication skills. Technically savvy with experience in Google Analytics, GA4, Excel, Word and CRM systems (Salesforce preferred).
Mindset: Goal-oriented, competitive, analytical and forward-thinking with strong business and financial acumen.

Responsibilities

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: Help sellers 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 campaign 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.

Benefits

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 client entertainment and fun events perks.
Collaborative Culture: Ideas and input are always welcome.
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.