Client Success Relationship Manager

Agility PR Solutions•Ontario, CA

12d•$50,000 - $85,000•Remote

About The Position

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.

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.
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.

Nice To Haves

Proficiency with CRM systems (Salesforce preferred) and customer success tools (e.g., Gainsight, ChurnZero) an asset.

Responsibilities

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.