Department: Client Success
Language: English
Location: Ontario – Remote

Agility PR Solutions provides today's communicators with powerful and intuitive media outreach, monitoring, and measurement solutions. For nearly twenty years, Agility has helped clients across industries and continents discover relevant journalists and influencers, build meaningful media connections, amplify stories, monitor coverage and social conversations, and report on the impact of their PR efforts.

Agility is one of the fastest-growing companies in the PR tech space, recognized by G2 users for its ease of use, quick implementation, and outstanding customer service.

We are a remote-first company, with colleagues based across Canada, the US, the UK, the Philippines, and India. We are committed to helping our teams realize their full potential by investing in learning and development, career progression, competitive pay and benefits, strong leadership, and a supportive work environment.

Reporting to the Client Success Team Manager, the Client Success Relationship Manager (CSRM) is a pivotal client-facing role within our professional services department. You'll manage relationships with some of the world's largest companies, delivering strategic account management, customer advocacy, and maximizing value realization from Agility's solutions.

Key responsibilities include producing media coverage briefs, analysis reports, platform training, and advising on media content strategy. You will collaborate with both local and overseas teams, manage timelines, address client pain points, and provide mentorship to junior team members.

You will also actively participate in internal team meetings and liaise with cross-functional departments such as Account Management, Engineering, and Sales.

Successful CSRMs possess strong leadership, problem-solving abilities, and excellent time management, organization, and communication skills.

Strategic Account Management

• Build and maintain relationships with key stakeholders at enterprise-level accounts.

• Understand client goals and align Agility's offerings accordingly.

• Collaborate with sales, product, and support teams to ensure client success.

• Leverage analyst teams to ensure timely, high-quality deliverables.

Customer Advocacy

• Serve as the primary contact for clients, ensuring timely resolution of issues.

• Champion client needs internally and influence service or product enhancements.

Value Realization

• Identify opportunities to help clients leverage Agility products for business success.

• Provide training and best practices to ensure clients derive full value from our tools.

Retention and Growth

• Monitor usage and engagement metrics, identifying risks and expansion opportunities.

• Partner with sales on renewals and upsell strategies to drive revenue growth.

Feedback and Insights

• Collect and share client feedback to guide service and product improvements.

• Stay current on industry trends and competitors to offer informed recommendations.

• Mentor Specialists and Analysts on client management, deliverables, and proactive outreach.

• Bachelor's degree or diploma in Business, Marketing, Communications, or related field.

• 3–5 years of experience in account management or customer success, preferably in PR or media monitoring.

• Strong knowledge of PR and media monitoring tools.

• Excellent interpersonal and communication skills for engaging enterprise clients.

• Demonstrated ability to drive client satisfaction, retention, and growth.

• Strategic mindset with a focus on adding client value.

• Ability to manage tight deadlines and multiple priorities efficiently.

• Adaptability to evolving software tools and technologies.

• Proficiency in MS Office, particularly Excel, Word, and PowerPoint.

• Strong analytical skills and attention to detail.

• Confident training internal and external stakeholders on tools and processes.

• High reading comprehension to assess media content relevance quickly.

• Flexibility for early morning work hours as needed.

• Media monitoring and/or data analysis experience is an asset.

• Fully remote work environment

• Collaborative culture supported by key tools

• Competitive compensation package

• Health, Dental & Vision benefits

• RRSP matching

• Employee Assistance Program (EAP)

• Career development & progression opportunities

• Paid vacation, personal days, and sick leave

• Flex Fridays in summer and a week off between Christmas and New Year's

• No-meetings Fridays

At Agility, we strive every day to foster an inclusive work environment. We welcome applications from all individuals, regardless of race, religion, gender, age, disability status, or sexual orientation.

Even if you don't meet all the listed requirements but feel excited about this role, we encourage you to apply. Our Talent Acquisition team will review your application for this and other potential opportunities.

If you require accommodation due to disability or medical needs at any stage of the hiring process, please contact us at [email protected] so we can make appropriate arrangements.