Customer Success Strategist

First Databank (Fdb) - San Francisco, CA

Full-time - Entry Level

Remote - San Francisco, CA

Publishing Industries

About the position

The Customer Success Strategist at Hearst StoryStudio is a dynamic role that combines sales expertise with exceptional customer service to deliver integrated marketing solutions. The position focuses on managing client relationships, overseeing campaign execution, and ensuring client satisfaction while driving campaign success and exceeding client expectations.

Responsibilities

• Acquire a comprehensive understanding of StoryStudio products, highlighting their features, benefits, and ROI potential.
• Efficiently process and oversee campaign orders/production, guaranteeing timely execution and client satisfaction.
• Collaborate with internal teams to initiate and establish client relationships, preparing for kickoff calls.
• Lead initiatives with internal teams to schedule and launch new clients, managing detailed deliverable calendars and meeting schedules.
• Manage client expectations, clearly articulating our value proposition, while offering ongoing recommendations based on campaign outcomes.
• Foster strong relationships with advertisers/agencies to ensure customer retention and renewals.
• Partner with Creative Strategists to assist in up-selling advertising solutions, recommending optimizations, and meeting client needs.
• Collaborate with Creative Strategy and Operations teams to ensure successful implementation of campaign requirements.
• Provide proactive support to external clients, addressing troubleshooting queries and maintaining communication throughout the campaign lifecycle.
• Successfully onboard new clients, acting as a customer advocate throughout the process.
• Evaluate and analyze customer needs, making them aware of available product offerings.
• Drive customer adoption and outcomes, leading to renewals, upgrades, and product expansion.
• Enhance customer loyalty through regular check-ins to ensure our products meet customer needs.
• Manage and QA creative elements across our native ad server, social media, and content management systems throughout Hearst regional properties.
• Enter each campaign in our report aggregation tool, aligning each tracked element with its correct data source.
• Execute all campaigns according to the sold program, prioritizing and managing multiple campaigns simultaneously while meeting deadlines.
• Provide proactive client support with troubleshooting, issue resolution, and communication throughout the campaign lifecycle.
• Maintain robust relationships with advertisers and agencies to ensure customer retention and renewals.
• Develop regular status reports for key clients and offer innovative ideas to enhance client campaigns.
• Collaborate with internal Hearst departments and the strategy team to deliver and adjust marketing plans based on performance metrics.

Requirements

• Bachelor's degree in business, marketing, or a related field preferred.
• 1-3 years of experience in Account Management, Sales, or Marketing, with a focus on online advertising processes and client-facing roles.
• Basic understanding of omnichannel marketing and classical marketing principles.
• Experience with ad serving and social media advertising is required; native advertising experience is a plus.
• Proficiency in Google Analytics for providing actionable insights for campaign optimizations.
• Ability to monitor data and analytics for informing campaign optimizations and performance improvements.
• Strong commitment to meeting deadlines.
• Capable of working with third-party vendors to achieve desirable results.
• Proficiency in digital media services such as SEM, SEO, programmatic ads, etc.
• Proficiency in MS Office Suite (especially PowerPoint and Excel) and CRM systems (Salesforce experience is a plus).
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities.
• Excellent verbal and written communication skills with the ability to present to small groups.
• Proficiency with AI tools is a plus.
• Enthusiasm for learning new marketing methods and tactics, with a tenacious and proactive approach to problem-solving.

Nice-to-haves

• Proficiency with AI tools is a plus.

Benefits

• Health, dental, vision coverage
• Flex spending accounts
• Short & long-term disability insurance
• 401k with company match
• Paid time off
• Remote work options available in many states
• Competitive base salary with uncapped commissions for unlimited earning potential
• Collaborative culture where ideas and input are welcomed.