Client Success Relationship Manager

Agility; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading PR technology firm is seeking a Client Success Relationship Manager to enhance client engagement and drive successful implementation of their solutions. This fully remote role involves guiding clients through onboarding, mentoring junior team members, and collaborating across departments to deliver outstanding client experiences. Ideal candidates have 3–5 years in customer success or account management, excellent communication skills, and a deep understanding of PR workflows. Competitive benefits and a focus on inclusivity will be part of the experience.

Benefits

Health & Dental benefits

Pension

Employee Assistance Program

Career Development & Progression opportunities

Paid Vacation and Sick days

Flex Fridays in Summer

Qualifications

• 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.

Responsibilities

• Take ownership of client relationships from the Sales handoff.
• Lead clients through implementation and adoption of Agility’s solutions.
• Collaborate with Client Success Specialists to ensure exceptional client experiences.

Skills

Customer success management

Excellent communication skills

Analytical skills

Problem-solving skills

Education

Post-secondary diploma or degree in Business, Communications, Marketing, or related field

Tools

Salesforce

Customer success tools (e.g., Gainsight, ChurnZero)

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 Relationship Manager (CSRM), you’ll take ownership of the client relationship immediately following the handoff from Sales and guide it through onboarding, adoption, and ongoing success.
You'll lead clients through implementation and adoption ensuring Agility’s solutions become an integral part of their communications workflows. Once live, you’ll act as their strategic partner—helping them realize value, proactively managing engagement, and ensuring the quality and impact of deliverables.

While you don’t manage renewals directly, you’ll work closely with Account Managers to support renewal and growth discussions through strong client advocacy, usage insights, and relationship stewardship.

You’ll collaborate with and mentor Client Success Specialists to ensure exceptional client experiences throughout onboarding, support, and optimization. This role blends client engagement, strategic consulting, and operational coordination. You’ll work closely with Product, Support, Engineering, and Account Management teams to drive measurable outcomes and deliver a consistently outstanding client experience.

What You'll Do

Configure & Validate

• 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.
• Lead 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.

Train & Enable Clients

• 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.

Drive Engagement & Value

• 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.

Collaborate for Retention & Growth

• 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.

What You'll Bring

• 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.

Why You'll Love It Here

• 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

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!