New

Customer Success Manager (AJC)

Cox
$79,400.00 - $119,000.00 / yr
parental leave, paid time off, paid holidays
United States, Georgia, Decatur
Jul 26, 2025
At The Atlanta Journal-Constitution (AJC), our mission is to be the most essential and engaging source of news for the people of Atlanta, Georgia and the South. As we transition from a historic daily newspaper to a dynamic modern media company, we are seeking a talented (JOB TITLE HERE) to join our team. The AJC believes that when you cover the South, you uncover the nation. It's a belief that's produced award-winning journalism, elevated our community, and captured the substance and soul of our hometown. If you're ready to make headlines with your talent and drive, we want you on our team. Apply now and be a part of the next chapter in AJC's transformation. About the Role We're seeking a Customer Success Manager to help us drive adoption, satisfaction, and long-term value across our growing subscriber base. In this role, you will play a key part in ensuring the success and satisfaction of both retail customers and strategic enterprise partners. You will focus on the full customer lifecycle from increasing activation and engagement, to reducing churn. By partnering cross-functionally with Growth Marketing and Product teams, you'll continuously improve onboarding experiences, reduce subscriber time-to-value and drive down involuntary churn. Your work will directly impact subscriber retention and long-term loyalty. The team you'll join The Customer Experience team is a cross-functional group united by a shared mission to put the customer at the heart of everything we do. Spanning Customer Service, Customer Success, and Customer Operations, we aim to elevate the voice of the customer to shape strategy, inspire innovation, and fuel meaningful connections. We champion a best-in-class customer experience to drive subscriber growth and power long-term retention. Responsibilities Represent a portfolio of customers-ranging from individuals to enterprise partners-guiding them through onboarding, activation, and ongoing engagement. Collaborate with internal teams (including Growth Marketing, Product, Research, Sales and Editorial) to design, implement and optimize onboarding experiences and customer education strategies. Monitor subscriber health metrics and proactively identify risks and opportunities to develop tailored strategies that drive engagement and retention. Collect, synthesize, and share customer insights to inform product improvements, marketing campaigns, and business strategy. Develop scalable playbooks and best practices for driving user adoption and partner success. Foster long-term relationships with enterprise partners, ensuring their success translates into broad user engagement and value realization. Track and report on customer success KPIs, including activation rates, engagement benchmarks, renewal outcomes, and churn rates. Partner with internal teams to reduce involuntary churn by identifying and addressing payment-related failures (e.g., expired cards, failed transactions, billing system errors). Analyze payment failure trends to improve retry logic, messaging, and recovery workflows. Design and test interventions (such as pre-renewal nudges, updated billing communications) aimed at minimizing involuntary churn. Monitor and report on involuntary churn drivers as part of overall subscriber health analysis. Qualifications Bachelor's degree in related field along with 4+ years in Customer Success or a related client-facing role ideally within a digital media, consultancy or subscription business required. Candidate can also have an MS degree and 2+ years of relevant experience or 8+ years of relevant experience in lieu of a degree. Strong track record of driving product adoption, user engagement, and customer satisfaction. Deep understanding of engagement and retention metrics, and the ability to use data to develop an optimization strategy to grow and retain subscribers. Experience with voluntary and involuntary churn signals, and how to optimize the product to reduce churn rate. Excellent communication, presentation, relationship-building, and problem-solving skills. Data-driven mindset with the ability to interpret customer health metrics and turn insights into action. Comfort working with enterprise clients and user bases at scale. Passion for media, journalism, and delivering meaningful value to subscribers. Why Join Us? Be part of a purpose-driven company shaping the future of news and content. Collaborate with talented and passionate teams across the organization. Help us build and scale a customer-centric approach that supports long-term business success. Enjoy flexible work arrangements, comprehensive benefits and a culture that values continuous learning and impact. USD 79,400.00 - 119,000.00 per year Compensation: Compensation includes a base salary of $79,400.00 - $119,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program. Benefits: The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.