Client Success Relationship Manager

London - UK

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

About the Role

As a Client Success Relationship Manager (CSRM) youll take ownership of the client relationship immediately following the handoff from Sales and guide it through onboarding adoption and ongoing success.
Youll lead clients through implementation and adoption ensuring Agilitys solutions become an integral part of their communications workflows. Once live youll act as their strategic partnerhelping them realize value proactively managing engagement and ensuring the quality and impact of deliverables.

While you dont manage renewals directly youll work closely with Account Managers to support renewal and growth discussions through strong client advocacy usage insights and relationship stewardship.

Youll 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. Youll work closely with Product Support Engineering and Account Management teams to drive measurable outcomes and deliver a consistently outstanding client experience.

What Youll 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.
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.

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 Youll Bring

Post-secondary diploma or degree in Business Communications Marketing or related field.
35 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 skillsable 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 Youll 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 wed 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 atfor 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!

Required Experience:

Manager

About the Role As a Client Success Relationship Manager (CSRM) youll take ownership of the client relationship immediately following the handoff from Sales and guide it through onboarding adoption and ongoing success.Youll lead clients through implementation and adoption ensuring Agilitys solutions ...