Client Success Manager

About the Role

The Client Success Manager is responsible for owning the end-to-end success and retention of key advertising accounts at The New York Times. This position operates within the advertising operations function and collaborates closely with sales, research, ad operations, and product teams to address complex advertiser requirements. The role serves as the primary point of contact for designated clients, guiding campaigns from initial requests through execution and into renewal phases. The work ensures that advertising partners remain aligned with The New York Times' mission and maintain a focus on building strong, ongoing relationships.

Key Facts

The position is based in New York, New York. It is a full-time engagement. The compensation package includes a base salary of $130,000 and is targeted for candidates with three to five years of relevant experience.

Responsibilities

The Client Success Manager oversees the operational support of a defined set of accounts throughout their entire business lifecycle. This includes leading client contact and coordination with top-tier customers to ensure a high-touch service experience. The role involves developing strong relationships with both advertising agencies and clients, becoming their primary contact, and keeping them positively engaged with The New York Times and its products.

A core function is to manage and facilitate a smooth sales process from pre-sale through post-sale. The manager will assist the Sales Director with renewals by handling the life-cycle management of campaigns for the key client set. This involves ensuring the timely creation and delivery of high-quality work to clients by collaborating across interdisciplinary teams within the department.

The manager will work with Sales and Business Operations teams on assigned client accounts to guarantee premium partner execution. This includes overseeing and leading the process of building and implementing client deals, receiving and managing client feedback, and tracking progress alongside the sales and sales operations teams. Additional duties include helping to guide the development of new and current client partnerships, including the RFP (Requests for Proposal) process, by utilizing the full scope of NYT ad products to strategically address advertiser needs and campaign goals for both print and digital channels.

The role leads the workflow of pre- and post-digital and print ad campaigns, acting on behalf of sales with other departments. These departments include Research, Ad Ops, Sales Development, and Ad Products, ensuring projects stay on track, deadlines are met, and communication remains effective among all parties. The manager is also responsible for managing client communications, creating and owning contact and status reports, and sharing feedback with both the client and internal teams. also, the role involves leading non-pitch meetings to keep key accounts updated on performance and addressing any campaign issues with speed.

Requirements

Candidates must bring three to five years of client success or account management experience within the advertising or media sectors. They must be capable of handling complex workflows, balancing multiple priorities while maintaining precise attention to detail. Clear communication skills, both in writing and conversation, are essential, with the ability to adapt tone for executives and partners. Proficiency with tools such as spreadsheets and presentation software is required to track progress and share insights effectively.

Nice to Have

Experience with digital advertising platforms and campaign management processes is considered a valuable asset.

Skills & Tools

Proficiency with Google Workspace, Microsoft Office, and Zoom is required for effective collaboration and communication.

Practical Notes

Please What you'll do

The New York Times produces journalism for readers in Manhattan and around the world. The team reports, edits, and designs news, opinion, and reviews across print and digital platforms. Roles here support this work, from product and engineering to audience and operations. You collaborate with diverse specialists to reach readers and sustain in-depth coverage.