Client Success Relationship Manager

Agility PR Solutions; Ontario; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

Agility PR Solutions is seeking a Client Success Relationship Manager to drive client engagement and satisfaction with enterprise-level accounts. In this critical role, the CSRM will manage client expectations, deliver media analysis reports, provide training, and ensure the maximum realization of client value. This remote position requires strong leadership, strategic account management, and problem-solving skills, along with a background in business or communications.

Benefits

Employee Assistance Program (EAP)

Career Development & Progression opportunities

Competitive compensation package

Paid Vacation & Personal Days

Flex Fridays in Summer

Week off between Christmas and New Years'

No Meetings Fridays

RRSP matching

Qualifications

• Minimum 3–5 years of experience in account management or customer success, preferably in PR or media monitoring.
• Excellent oral and written communication skills.
• Ability to manage multiple competing priorities efficiently.

Responsibilities

• Fostering strong relationships with enterprise-level clients.
• Monitoring client usage and engagement metrics.
• Collaborating cross-functionally with sales and product teams.

Skills

Leadership

Problem Solving

Communication

Analytical Skills

Interpersonal Skills

Education

Bachelor's degree or Diploma in Business, Marketing, Communications

Tools

MS Office

Job description

Agility PR Solutions empowers modern communicators with cutting-edge media outreach, monitoring, and measurement solutions. For over two decades, we have supported organizations across industries and continents in discovering relevant journalists and influencers, building meaningful media relationships, amplifying their stories, tracking media coverage and social conversations, and measuring the impact of their public relations efforts.

Recognized as one of the fastest-growing companies in the PR technology space, Agility has earned high praise from users on G2 for its intuitive platform, rapid implementation, and exceptional customer support. We have also been named a Leader in Media Monitoring Software and a High Performer in PR Analytics on G2 by industry reviewers, further solidifying our reputation for innovation and excellence.

As a remote-first company, our team spans vibrant cities across Canada, the US, the UK, the Philippines, and India. We are committed to fostering a supportive and dynamic work culture, investing in professional development, career growth, and leadership opportunities. With competitive pay and benefits, we ensure our employees have the resources and flexibility they need to thrive.

About the Role

Working with some of the world’s biggest companies and reporting to the Client Success Team Manager, the Client Success Relationship Manager (CSRM) is in a critical client-facing position in a professional services department. Primary responsibilities include fostering strong relationships with our enterprise-level clients. This role requires a blend of strategic account management, customer advocacy, and a deep understanding of our solutions to ensure maximum value realization for our clients.

The deliverables include media coverage briefs, analysis reports, training on the Agility platform and advising clients on best practices for managing, sharing, and reporting on their media content. Working with local and overseas teams, the CSRM is expected to work independently to manage client expectations, identify and solve pain-points, manage timelines, and provide guidance to junior team members.

As part of the Client Success Team, the Client Success Relationship Manager actively participates in team meetings and liaises with other departments (such as Account Management, Engineering, and Sales).

Successful Client Success Relationship Managers have strong leadership and problem-solving skills and excellent time-management, organization, and communication skills.

Your Impact

Strategic Account Management:

· Develop and maintain relationships with key stakeholders within enterprise-level accounts.

· Understand client objectives and align Agility PR Solutions' offerings to meet their needs effectively.

· Collaborate cross-functionally with sales, product, and support teams to drive client success.

· Successfully leverage the full analyst team to ensure that all deliverables are completed to a high standard consistently.

Customer Advocacy:

· Serve as the primary point of contact for clients, ensuring their concerns are addressed promptly and effectively.

· Advocate for client needs internally, influencing product enhancements and service improvements based on feedback and insights.

· Partner with clients to identify opportunities for leveraging Agility PR Solutions' products and services to achieve their business goals.

· Provide training and guidance on best practices to maximize the value of our solutions within client organizations.

Retention and Growth:

· Monitor client usage and engagement metrics, proactively identifying risks and opportunities for expansion.

· Collaborate with the sales team on renewals and upsell opportunities, contributing to revenue growth targets.

Feedback and Insights:

· Gather client feedback to inform product development and service enhancements.

· Stay informed about industry trends and competitive landscape to provide strategic insights to clients.

· Mentoring Specialists and Analysts in client management tasks, completion of deliverables, and proactive outreach.

What You Bring

• Bachelor's degree or Diploma in Business, Marketing, Communications, or a related field.
• Minimum of 3–5 years of experience in account management or customer success, preferably in the PR or media monitoring industry.
• Previous media monitoring and/or data analysis experience is considered an asset.
• Excellent oral and written communication skills, able to interact with clients and overseas coworkers clearly and concisely.
• Ability to provide consultative customer service experience to clients via phone and email.
• Excellent interpersonal skills with the ability to build rapport and trust with enterprise-level clients.
• Proven track record of driving customer satisfaction, retention, and growth.
• Strategic thinker with the ability to identify and act on opportunities to add value for clients.
• Strong analytical skills.
• Strong reading comprehension with the ability to quickly read text and determine relevance/importance based on client requirements.
• Experience working with tight deadlines and managing multiple competing priorities efficiently.
• Efficient and clear when training internal team members and clients on products and tools.
• Comfortable using multiple software systems simultaneously and adaptable to upgrades and new technologies.
• Solid understanding of MS Office, particularly Excel, Word, and PowerPoint.
• Strong understanding of PR and media monitoring tools and technologies.
• Available for flexible work hours – early mornings may be required.

Why You'll Love It Here

• Fully remote work environment
• Collaborative culture – and key tools enabling it
• Competitive compensation package
• RRSP matching
• Employee Assistance Program (EAP)
• Career Development & Progression opportunities
• Paid Vacation & Personal Days; and Sick days
• Flex Fridays in Summer, Week off between Christmas and New Years'
• No Meetings Fridays

At Agility, we strive every day to build a more inclusive work environment and introduce tools that enable it. We strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation.

Even if you find yourself not checking all the boxes of our listed requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and other potential role matches open now or in the future.

If, at any stage of the application process, you require accommodation owing to disability or a medical need, please let us know at [e-mail] for us to make appropriate arrangements.

Thank you for your time in reviewing this opportunity, and we hope to hear from you should you find this the right fit!