Customer Success Manager (AJC)

Customer Success Manager

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 customersranging from individuals to enterprise partnersguiding 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

Why Join Us?

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.

As our primary divisions Cox Automotive and Cox Communications drive new waves of innovation, Cox Enterprises is entering spaces like cleantech, healthcare, esports and more. We're a family business guided by a legacy of bold innovation that's driven by those who want to make their mark. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation / wellness days, and / or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer All qualified applicants / employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.