Client Success Manager

About The New York Times

The New York Times is devoted to uncovering truth and enhancing public understanding through outstanding journalism. With correspondents reporting from nearly 160 countries, the organization prioritizes a superior reader experience across print, audio, and digital platforms. Their business mission is to deliver journalism that justifies a subscription.

Position Overview

The Client Success Manager will be responsible for managing customer satisfaction and retention for advertising clients by delivering exceptional daily account management. Situated in both internal and client-facing capacities, this role plays a key part in establishing The New York Times as a leading media partner. Reporting directly to the Executive Director of Business Operations and Enablement, the manager will oversee client relationships and coordinate efforts across departments to meet client expectations.

Primary Responsibilities

• Support a portfolio of important accounts throughout all phases of the business cycle.
• Serve as the main contact for high-profile clients, ensuring personalized, high-quality service.
• Build and nurture relationships with advertising agencies and clients, acting as their primary liaison and engagement driver.
• Manage the sales process seamlessly from pre-sale through post-sale activities.
• Assist the Sales Director with renewal processes through comprehensive campaign lifecycle management.
• Coordinate cross-functional collaboration to produce and deliver superior work to clients promptly.
• Oversee execution of client deals and the collection and management of client feedback alongside sales teams.
• Lead the development of client partnerships, guiding RFP processes and tailoring advertising solutions for print and digital needs.
• Drive workflow for digital and print ad campaigns, liaising with departments including Research, Ad Ops, Sales Development, Ad Products, and Content Studio to maintain schedules and communication.
• Handle client communications, prepare status reports, and provide feedback to both clients and internal teams.
• Conduct client meetings to update on performance and quickly resolve any campaign concerns.
• Monitor account financials and track overall client progress internally and externally.
• Support sales pipeline accuracy for key accounts using Salesforce.
• Manage pre-launch campaign activities by clearly communicating client goals and decisions to teams.
• Participate actively in strategic and creative brainstorming and contribute towards business growth.
• Collaborate with the Executive Director to enhance workflow efficiencies and best practices.
• Coordinate efforts with the Head of Industry and sales leaders for assigned client portfolios.
• Uphold and embody the company’s strong commitment to journalistic independence and its mission to seek the truth.

Basic Qualifications

• Minimum of one year experience in digital or print advertising or media roles involving sales coordination.
• Proven ability to manage client relationships effectively under tight deadlines.
• Demonstrated dedication to continuous learning and understanding of the business domain.

Preferred Qualifications

• Bachelor's degree.
• Experience in digital media environments.
• Background in digital product organizations.

Compensation and Benefits

The base hourly wage ranges from $44.48 to $48.02 USD. Eligible candidates in the U.S. may qualify for additional compensation such as bonuses and restricted stock. Benefits include comprehensive medical, dental, vision coverage, Flexible Spending Accounts, company-matched 401(k), paid vacation, sick leave, parental leave, tuition reimbursement, and professional development opportunities. Non-U.S. candidates will receive information about benefits during the interview process.

Additional Information

This role is represented by the NewsGuild of NY. The New York Times is committed to diversity, equal opportunity, and compliance with all applicable employment laws, including accommodations for disabilities and fair consideration for applicants with criminal histories. Candidates are required to submit original work without using Generative AI tools to maintain hiring integrity. Applicants should also beware of fraudulent job offers and report such instances directly to The New York Times.