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For Companies At a Glance
- Tasks: Manage client relationships and drive platform adoption for mid-market accounts.
- Company: Agility, a forward-thinking company focused on client success.
- Benefits: Fully remote work, competitive pay, health benefits, and career development opportunities.
- Other info: Join a collaborative culture with growth potential and flexible work arrangements.
- Why this job: Be a strategic partner, making a real impact on client success and satisfaction.
- Qualifications: Experience in customer success or account management, ideally in SaaS or media intelligence.
The predicted salary is between 35000 - 45000 £ per year.
About the Role
The Client Success Manager (CSM) owns the ongoing client relationship for mid-market accounts following handoff from the Onboarding Strategist, partnering with clients to deepen adoption, drive measurable value, and ensure Agility’s solutions remain embedded in their day-to-day communications workflows. Acting as a proactive strategic partner, the CSM monitors usage and engagement, delivers targeted enablement, and surfaces insights that help clients get more out of the platform over time. The CSM plays a critical supporting role in retention and growth by maintaining strong client relationships, providing usage data and insights, and advocating for the client internally. Working closely with Onboarding, Support, Account Management, Product, and Engineering, this role combines proactive client engagement, strategic consultation, and cross-functional coordination to deliver an exceptional mid-market client experience.
What you’ll do
- Take ownership of accounts post-onboarding, ensuring a smooth transition from the Onboarding Strategist and a confident, well-prepared client at handoff.
- Drive ongoing adoption and value realization, monitoring usage, identifying gaps, and proactively engaging clients to deepen their use of the platform.
- Deliver tailored enablement sessions, refresher training, new feature walkthroughs, and use-case workshops, to keep clients current and maximize long-term platform value.
- Conduct regular business reviews and check-ins, providing data-driven insights, best-practice guidance, and recommendations aligned to each client’s PR objectives.
- Proactively identify risks and opportunities, flagging churn signals early and surfacing expansion potential to Account Managers.
- Partner with Account Managers to support renewals and upsells through strong client advocacy, relationship stewardship, and shared account intelligence.
- Coordinate with the Support team on reactive issues to ensure visibility, continuity of client experience, and timely resolution of escalations.
- Collaborate cross-functionally with Product, Engineering, Onboarding, and Support to resolve issues and improve service delivery.
- Act as the voice of the client internally, providing structured feedback and insights to inform product, onboarding, and service enhancements.
Decision-Making Authority (Ownership vs. Escalation)
- Owns day-to-day client relationship management and proactive engagement strategy across the assigned book of business.
- Ongoing adoption, enablement, and success planning following handoff from the Onboarding Strategist.
- Coordination of internal resources to address client needs and ensure a connected experience across Onboarding, Support, and Account Management.
Escalates:
- Systemic client issues, product bugs, or risks to renewal to the Director, Customer Experience or the relevant Account Manager.
- Cross-departmental challenges requiring executive or product-level intervention.
- Reactive technical issues to the Support team for resolution.
What You'll Bring
- Post-secondary diploma or degree in Business, Communications, Marketing, or a related field.
- 3–5 years of experience in customer success, account management, or client services, ideally within SaaS, PR, or media intelligence.
- Proven experience managing a portfolio of mid-market clients through adoption and ongoing engagement.
- Strong understanding of PR workflows, media monitoring, and measurement tools.
- Exceptional communication and presentation skills; comfortable engaging with both day-to-day users and senior client stakeholders.
- Analytical and problem-solving mindset, with the ability to turn usage data into actionable recommendations.
- Proficiency with CRM systems (Salesforce preferred) and customer success tools (e.g., Gainsight, ChurnZero) is an asset.
- Highly organized, detail-oriented, and comfortable managing multiple client priorities in a fast-paced, global environment.
Growth Path
Client Success Managers may progress to Senior Client Success Manager, Client Success Relationship Manager (Enterprise), or Client Success Team Lead roles by:
- Consistently achieving client satisfaction, adoption, and retention targets across their book of business.
- Demonstrating strategic thinking and ownership of client outcomes at scale.
- Leading cross-functional initiatives that improve client experience or operational efficiency.
- Mentoring peers and contributing to process and best-practice development.
Why You'll Love It Here
- Fully remote work environment
- Collaborative culture – and key tools enabling it
- Competitive compensation package
- Health & Dental benefits
- Employer Pension Contribution
- 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 Meetings Fridays
This is for a vacant position.
AI Usage
We use technology to make hiring smarter, faster, and more personal, never less human. Artificial intelligence (AI) tools help us manage applications efficiently and highlight qualifications that align with each role, allowing our recruiters to focus more on meaningful conversations with candidates. AI does not make hiring decisions at Agility. Every decision is made by people, our hiring managers and recruitment professionals, who are trained to apply sound judgment and equitable practices at every stage. We believe technology exists to amplify human insight, not replace it. That belief shapes how we build relationships, tell stories, and grow our teams.
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. Even if you find yourself not checking all the boxes of our listed requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and other potential role matches open now or in the future.
If, at any stage of the application process, you require accommodation owing to disability or a medical need, please let us know at careers@agilitypr.com for us to make appropriate arrangements. Thank you for your time in reviewing this opportunity, and we hope to hear from you should you find this the right fit!
Client Success Manager employer: Agility PR Solutions
Contact Detail:
Agility PR Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Tailor your answers to show how you align with their mission and how you can contribute to client success.
✨Tip Number 3
Practice your pitch! Be ready to discuss how your past experiences relate to the role of Client Success Manager. Highlight specific examples where you've driven client engagement and satisfaction.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can keep you top of mind and show your proactive approach.
We think you need these skills to ace Client Success Manager
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the Client Success Manager role shine through. We want to see how excited you are about helping clients succeed and how you can bring value to our team!
Tailor Your Experience: Make sure to highlight your relevant experience in customer success or account management. We’re looking for specific examples that demonstrate your ability to manage client relationships and drive adoption of solutions.
Be Data-Driven: Since this role involves monitoring usage and providing insights, include any experience you have with data analysis. Show us how you've turned data into actionable recommendations for clients in the past!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures it gets into the right hands quickly. Plus, we love seeing applications come through our own platform!
How to prepare for a job interview at Agility PR Solutions
✨Know Your Client Success Fundamentals
Before the interview, brush up on your understanding of client success principles, especially in a SaaS context. Be ready to discuss how you would drive adoption and value for mid-market clients, as this will show your potential employer that you’re aligned with their goals.
✨Showcase Your Communication Skills
As a Client Success Manager, communication is key. Prepare examples of how you've effectively engaged with clients in the past, whether through training sessions or regular check-ins. Highlight your ability to tailor your approach based on the client's needs and objectives.
✨Demonstrate Analytical Thinking
Be prepared to discuss how you’ve used data to inform your strategies in previous roles. Think of specific instances where you turned usage data into actionable insights that benefited your clients. This will illustrate your analytical mindset and problem-solving skills.
✨Understand Cross-Functional Collaboration
Familiarise yourself with how different departments work together to enhance client experience. Be ready to share examples of how you’ve collaborated with teams like Product or Support in the past to resolve issues or improve service delivery, showcasing your teamwork abilities.