Client Success Relationship Manager

Agility PR Solutions; United Kingdom; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading media consultancy in the United Kingdom is seeking a Client Success Relationship Manager. You will maintain client relationships and oversee media monitoring accounts. The ideal candidate should have 3-5 years of experience in B2B customer service, preferably in a SaaS environment. Strong leadership, problem-solving, and communication skills are crucial, along with a passion for client success. This position offers a fully remote work environment and a competitive compensation package.

Benefits

Fully remote work environment

Competitive compensation package

Health, Dental & Vision benefits

Career development opportunities

Paid vacation and sick days

Qualifications

• 3-5 years of B2B customer service experience, preferably in SaaS.
• Experience in professional or managed services delivery strongly preferred.
• Able to work on multiple software simultaneously and adapt to new technology.

Responsibilities

• Maintain a high retention rate for an assigned portfolio of clients.
• Serve as the main point of contact for clients via email or phone.
• Manage multiple clients’ media monitoring and reporting accounts.

Skills

Leadership Skills

Problem-Solving Skills

Time Management

Communication Skills

Customer Focus

Analytical Skills

Education

Post-secondary diploma or degree in a relevant field

Tools

MS Office (Excel, Word, PowerPoint)

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.

About The Role

Reporting into the Director, Client Success, the Client Success Relationship Manager actively participates in team meetings and liaises with other departments (such as Engineering and Sales). Successful client success managers have strong leadership and problem‑solving skills and excellent time‑management, organization, and communication skills.

Responsibilities

• Maintain a high retention rate (over 92%) for an assigned portfolio of clients, becoming an extension of their team.
• Establish and maintain professional working relationships with clients and serve as their main point of contact via email or phone.
• Gain an in‑depth understanding of clients’ needs and offer proactive measures or solutions to achieve high client servicing standards.
• Set up, onboard, and manage multiple clients’ media monitoring and reporting accounts.
• Become a power user of the Agility Suite of products to effectively train team members and clients.
• Independently handle all account tasks, including daily monitoring on deadlines, judging relevancy of content, and maintaining accounts for data integrity and quality.
• Identify upsell opportunities by regularly mining news media content and matching to clients’ requirements.
• Liaise with team managers in Ottawa to mentor local/overseas analysts, provide effective account training and feedback to ensure success.
• Effectively communicate and collaborate with the overseas analyst team to ensure the quality, accuracy, and relevance of all client deliverables.
• Create analysis reports according to clients’ requirements and deadlines, as well as special request reports and ad hoc tasks.
• Take an interest in our complete suite of products and services and work collaboratively across functional areas to improve them.
• Perform other duties as required.

Qualifications

• Post‑secondary diploma or degree in a relevant field (Public Relations or Communications an asset).
• 3-5 years of B2B customer service experience, preferably in SaaS.
• Experience in professional or managed services delivery strongly preferred.
• Comfortable working to tight deadlines and managing multiple competing priorities efficiently.
• Adaptable to work on multiple software simultaneously and to new technology.
• Customer‑obsessed with a strong focus on retention, expansion, and advocacy.
• Passionate about solving customer problems and adept at uncovering client needs, both spoken and unspoken.
• Responsive and empathetic in interactions with clients, with an excellent service attitude.
• Excellent oral and written communication skills, able to interact with clients and overseas coworkers clearly through email, video conference, screen‑sharing, etc.
• Ability to provide a consultative customer service experience to clients via phone and email.
• Strong analytical skills and superior attention to detail.
• Solid understanding of MS Office, particularly Excel, Word and PowerPoint.
• Previous media monitoring and/or data analysis experience an asset.
• Available for flexible work hours; requires an early morning start (6 AM or as early as 5 AM).

Benefits

• Fully remote work environment.
• Collaborative culture and key tools enabling it.
• Competitive compensation package.
• Health, Dental & Vision benefits.
• Pension.
• Employee Assistance Program (EAP).
• Career development and progression opportunities.
• Paid vacation and sick days.
• Flex Fridays in summer, week off between Christmas and New Years.
• No internal meetings on 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.

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] so we can make appropriate arrangements.

Thank you for your time in reviewing this opportunity. We hope to hear from you should you find this the right fit!