Client Success Specialist

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 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.

• 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 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.

• 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.

• 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.

• 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.

• 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,…