Role Description 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. Qualifications - 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. Benefits - Fully remote work environment - Collaborative culture – and key tools enabling it - Competitive compensation package - Private Health Plan - Pension Plan - Group Income Protection - Life Assurance - Employee Assistance Program (EAP) - Career Development & Progression opportunities - Paid Holiday and Sick days - Flex Fridays in Summer, Week off between Christmas and New Years' - No Internal Meetings Fridays 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!