Client Success Relationship Manager
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Job Description
Client Success Relationship Manager at Agility PR Solutions managing client relationships post-sales and guiding onboarding and success. Collaborating with various teams to drive outstanding client experiences.
Responsibilities:
- Configure client accounts and monitoring setups, including building and optimizing Boolean searches, dashboards, alerts, and reporting templates
- Work with a team of monitoring analysts to test, refine, and validate search results for quality and relevance
- Leads the configuration and setup of client accounts, ensuring all options are optimized and teams are trained for successful use
- Maintain clean, accurate documentation of all client configurations and updates
- Deliver virtual training sessions tailored to client roles and workflows
- Ensure users understand how to use the platform effectively to achieve their monitoring and reporting goals
- Track early usage and adoption metrics to identify risks and maintain onboarding momentum
- Provide quick, responsive “how-to” support during and after onboarding to keep clients unblocked
- Own the creation and delivery of media coverage briefs, dashboards, and analysis reports
- Proactively advise clients on best practices for media monitoring, analysis, and measurement
- Conduct regular business reviews to showcase results, share insights, and identify optimization opportunities
- Track and report on client satisfaction, adoption, and usage to ensure value realization
- Partner with Account Managers to share usage data, insights, and opportunities that support renewal and upsell conversations
- Identify and communicate client risks early, recommending mitigation strategies
- Act as a client advocate internally, ensuring their feedback informs product and service improvements
- Collaborate cross-functionally with Product, Engineering, and Support to resolve complex client challenges
Requirements:
- Post-secondary diploma or degree in Business, Communications, Marketing, or related field
- 3–5 years of experience in customer success, account management, or client services within SaaS, PR, or media intelligence
- Proven success managing enterprise-level clients through onboarding and adoption phases
- Strong understanding of PR and media monitoring tools and workflows
- Demonstrated ability to drive retention, adoption, and growth using data-driven insights
- Excellent communication and presentation skills—able to engage confidently with executives and end-users alike
- Strong analytical and problem-solving skills; able to translate data into actionable recommendations
- Proficiency with CRM systems (Salesforce preferred) and customer success tools (e.g., Gainsight, ChurnZero) an asset
- Highly organized and detail-oriented, able to manage multiple priorities in a fast-paced environment
- Comfortable working with global teams and flexible to adjust hours for international clients.
Benefits:
- Fully remote work environment
- Collaborative culture – and key tools enabling it
- Health & Dental benefits
- Pension
- Employee Assistance Program (EAP)
- Career Development & Progression opportunities
- Paid Vacation and Sick days
- Flex Fridays in Summer
- Week off between Christmas and New Years'
- No Internal Meetings Fridays
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