Agility

Client Success Relationship Manager

Agility

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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About the role

  • 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

Requirements

  • 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.
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Boolean searchesdata-driven insightsmedia monitoringanalysis reportsclient configurationsonboardingadoption metricsdocumentationreporting templatesdashboards
Soft Skills
communication skillspresentation skillsanalytical skillsproblem-solving skillsorganizational skillsdetail-orientedclient advocacycollaborationtrainingcustomer success