Client Success Specialist

Agility; Remote; CAD 45,000 - 65,000; Full time

Job summary

A growing PR tech company based in Ottawa is hiring a Client Success Specialist. This role involves ensuring client onboarding through tailored training and support. You'll translate client objectives into actionable plans, address client queries, and collaborate with various teams to enhance user experience. The position offers competitive compensation ranging from $45,000 to $65,000 annually, based on experience. Working remotely, candidates fluent in English and with a background in Public Relations or Communications are encouraged to apply.

Qualifications

• 1-2 years in SaaS onboarding, customer support, or Account Management roles.
• Confident in running virtual trainings and product walkthroughs.
• Fluent in English; French or Spanish is an asset.

Responsibilities

• Own the onboarding of clients and ensure they realize value quickly.
• Interpret client objectives and translate them into onboarding plans.
• Deliver tailored trainings and track engagement during onboarding.

Skills

Interpersonal skills

SaaS onboarding experience

Communication

Troubleshooting

Organization

CRM hygiene

Bilingualism (English/French or Spanish)

Education

Post-secondary diploma or degree in Public Relations, Communications, Media

Tools

Salesforce

Google/Microsoft Suite

Job description

Company Overview

Agility PR Solutions provides today’s communicators with powerful and intuitive media outreach, monitoring, and measurement solutions. For almost twenty years, Agility has helped clients from across industries and continents discover relevant journalists and influencers, make meaningful connections with the media, amplify their stories, monitor media coverage and social conversations, and report on the impact of their public relations activities. Agility is one of the fastest-growing companies in the PR tech space and it’s recognized by users on G2 for ease of use, quick implementation, and outstanding customer service.

We are a remote-first company, with colleagues based across vibrant cities in Canada, the US, the UK, the Philippines, and India. We are intentional in helping our teams realize their full potential, and continue to invest in their learning and development, career progression, offering competitive pay and benefits, enabling leadership and work environment.

About the Role

As a Client Success Specialist, you’ll own the first 2–4 months of the customer journey including turning client PR objectives into a clear onboarding plan, coordinating configuration with our Product Support team, and leading all client‑facing calls and trainings. Your job is to embed our platform into day‑to‑day workflows and get teams to first value quickly. Once live, you’ll hand the relationship to an Account Manager for ongoing strategy and growth, and stay available for fast “how‑to” answers and light configuration tweaks to keep customers unblocked.

What you’ll do

Discover & Design

• Interpret each client’s real objectives and translate them into an onboarding plan with milestones, owners, and success metrics.
• Recommend the best account setup to achieve the outcomes the client cares about.

Configure & Validate

• Configure accounts to client‑specific workflows (users, searches, dashboards, alerts, reporting).
• Partner with our Product Support team to execute configurations and resolve technical issues quickly.
• Surface options and trade‑offs clearly; explain pros/cons and guide clients to the best approach.

Enable & Drive Adoption (first 2–4 months)

• Deliver tailored trainings by module so users feel confident and self‑sufficient.
• Track engagement and early adoption; spot risks that could derail onboarding and pre‑empt with solutions.
• Respond promptly to client questions and requests during onboarding; keep momentum high.

Document & Hand-off

• Maintain clean, complete activity records in Salesforce (decisions, risks, workarounds, assets).
• Deliver a “no‑surprises” handoff to the Account Manager: current workflows, value achieved, stakeholders, open items, and logical next steps.
• Post‑handoff, handle reactive “how‑to” and light configuration requests to keep customers unblocked.

Collaborate & Improve

• Liaise with Support, Product, Engineering, Marketing, Sales, and Account Management to solve client requirements.
• Gather client feedback on training, service, and setup; feed insights into playbooks and team process improvements.
• Follow team best practices and SLAs; contribute to team building and ways‑of‑working.

What You'll Bring

• Post‑secondary diploma or degree (Public Relations, Communications, Media, or related field preferred). Relevant PR/media experience is a plus, not a requirement.
• 1–2 years in SaaS onboarding/implementation, customer support/success, or Account Management roles.
• Confident running virtual trainings and product walkthroughs for end users and admins.
• Strong discovery and communication skills—able to translate goals into setup plans and explain trade‑offs clearly.
• Proven ability to troubleshoot configuration issues and coordinate fixes with internal teams (including an overseas Product Support team).
• Excellent organization and follow‑through across multiple accounts; clean CRM hygiene (Salesforce preferred).
• Comfortable with productivity tools (e.g., Google/Microsoft suite) and basic reporting/analysis.
• Fluent in English; French or Spanish is an asset.

$45,000–$65,000 annually, which includes base pay and typical performance bonus opportunities. The final offer will reflect each candidate’s experience, skills, and internal equity.

This is for a vacant position

AI Usage

We use technology to make hiring smarter, faster, and more personal, never less human. Artificial intelligence (AI) tools help us manage applications efficiently and highlight qualifications that align with each role, allowing our recruiters to focus more on meaningful conversations with candidates.

AI does not make hiring decisions at Agility. Every decision is made by people, our hiring managers and recruitment professionals, who are trained to apply sound judgment and equitable practices at any stage.

We believe technology exists to amplify human insight, not replace it. That belief shapes how we build relationships, tell stories, and grow our teams.

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.

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