At a Glance
- Tasks: Manage client relationships and ensure high retention rates while providing exceptional service.
- Company: Agility PR Solutions is a leading PR tech company known for innovative media solutions and excellent customer support.
- Benefits: Enjoy remote work, competitive pay, career development, and flexible hours including 'Flex Fridays'.
- Other info: Open to diverse applicants; we encourage you to apply even if you don't meet all requirements.
- Why this job: Join a collaborative culture that values inclusivity and offers opportunities for professional growth.
- Qualifications: Post-secondary education and 3-5 years of B2B customer service experience preferred.
The predicted salary is between 28800 - 42000 £ per year.
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.
About The Role
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.
What You’ll Do
Configure & Validate
- 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.
- Lead 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.
Train & Enable Clients
- 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.
Drive Engagement & Value
- 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.
Collaborate for Retention & Growth
- 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.
What You’ll Bring
- 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.
Why You’ll Love It Here
- 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
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 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!
#J-18808-LjbffrClient Success Relationship Manager employer: Agility PR Solutions
Agility PR Solutions is an exceptional employer that champions a fully remote work environment, fostering a collaborative culture where employees can thrive. With a strong commitment to professional development, competitive compensation, and unique benefits like Flex Fridays and a week off between Christmas and New Year’s, Agility prioritises employee well-being and growth. Join us to be part of a dynamic team that values inclusivity and innovation in the fast-paced PR technology space.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Relationship Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Agility PR Solutions. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Agility PR Solutions before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Success Relationship Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Agility PR Solutions:Your cover letter is your chance to shine! Tell us why you want to work at Agility PR Solutions specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Agility PR Solutions!
How to prepare for a job interview at Agility PR Solutions
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
