Client Success Relationship Manager

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.

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.

• 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.

• 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…