Onboarding Strategist

About the Role

Agility powers the daily workflows of modern PR teams. What happens in a customers first 60 days determines whether we become embedded in that workflow or just another tool.

Were looking for an Onboarding Strategist to own that critical window. You will guide mid-market and small business customers from sales handoff through successful platform adoption translating PR objectives into structured onboarding plans configuring workflows and leading all onboarding sessions.

For the first 60 days you are the customers primary point of contact at Agility responsible for helping them gain traction quickly and integrate the platform into their daily work. At the end of onboarding you will transition the account to an Account Manager with clear documentation and momentum in place.

This is not a passive training role. It is a strategic activation role.

What youll do

Understand & Plan

You will quickly understand each customers communications priorities reporting needs and internal workflows. From there you will design a structured onboarding roadmap with clear milestones and defined success indicators ensuring the setup aligns with the outcomes that matter most to them. To accomplish this you will:

• Uncover underlying business drivers beyond surface-level requirements.
• Define onboarding milestones ownership and measurable success criteria.
• Design account configurations that directly support reporting monitoring and workflow goals.

Configure with Intention

You will configure and refine account structures to align with each clients workflows and reporting needs. This includes:

• Advanced Boolean searches
• Monitoring frameworks
• Dashboards and reporting structures
• Alerts and workflow alignment

You will collaborate closely with Product Support to execute configurations and resolve technical issues efficiently. While you will partner cross-functionally you are expected to lead configuration thinking and clearly explain trade-offs guiding clients toward effective and scalable solutions.

Accelerate Time-to-Value

Your focus is helping customers see meaningful impact quickly and complete onboarding within 60 days. You will:

• Deliver first value within 7 business days of account handover
• Lead structured onboarding calls and working sessions
• Provide tailored role-based training grounded in real PR workflows
• Monitor engagement and early adoption signals
• Proactively identify and mitigate onboarding risks
• Engage internal stakeholders to remove blockers and escalate emerging concerns
• Maintain responsiveness to preserve momentum throughout onboarding

Momentum during onboarding is your responsibility.

Own the Transition

You will maintain clear thorough documentation in Salesforce capturing onboarding milestones key decisions stakeholder dynamics risks and configuration logic.

At the end of onboarding you will deliver a structured insight-driven handoff to the Account Manager including:

• Current workflows
• Value achieved
• Key stakeholders
• Open risks and recommended next steps

Collaborate & Elevate

• Partner cross-functionally with Support Product Engineering Marketing Sales and Account Management
• Surface patterns and client feedback to improve onboarding playbooks and processes
• Develop subject matter expertise in the Agility platform within your first 36 months
• Confidently introduce new features and enhancements to clients and internally when relevant
• Stay current on PR industry trends media landscape shifts and evolving newsroom and communications workflows

What Youll Bring

• Post-secondary diploma or degree in Public Relations Communications Media Journalism or a related field (preferred).
• 3 years of experience in client-facing SaaS roles (Onboarding Implementation or Customer Success) with a demonstrated ownership of activation outcomes
• Executive presence with excellent verbal and written communication skills including experience leading senior stakeholder conversations.
• High emotional intelligence and listening skills with the ability to build trust quickly.
• Strong business acumen and the ability to understand diverse client goals and operating environments.
• Proven experience delivering virtual trainings product walkthroughs and onboarding sessions.
• Strong problem-solving skills and experience troubleshooting configuration issues in collaboration with cross-functional teams including distributed or overseas support.
• Ability to manage multiple priorities with strong organization and time management.
• Strong CRM discipline and documentation standards (Salesforce preferred).
• Comfort with productivity tools (Google Workspace or Microsoft Office) and basic reporting analysis.
• Interest in or passion for media news and current affairs.
• Experience building complex Boolean queries is a strong asset.
• Fluency in English required; French or Spanish is an asset.

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!