Title: Client Success Specialist
Department: Global Services (SaaS Client Success & Support)
Reports to: Senior Director, Global Support
Language: Fluent in English (written and verbal); proficiency in French and/or Spanish is an asset

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.

Role Overview
As a Client Success Specialist, you will be responsible for optimizing the client experience as they adopt and use Agility’s services. You will work to ensure that Agility’s platform becomes embedded in the client’s workflows, helping them understand and appreciate the value and potential of Agility. You will need to understand each client’s unique PR objectives and apply Agility’s solutions to meet those needs. Your goal is to drive high levels of customer satisfaction, retention, and account growth.

You will be actively involved throughout the entire customer journey, providing hands-on support during onboarding, training, and ongoing account management. In this role, you will collaborate closely with internal teams, including Support, Training, and Account Management, while also leading client training sessions and identifying opportunities to upsell and grow accounts.

Key Responsibilities
• Develop and maintain expertise in Agility’s products and services, including new product launches.
• Oversee and manage client onboarding from setup through to implementation, training, and adoption.
• Develop proficiency in setting up accounts as per client’s use case, and conduct custom training as needed.
• Ensure clients receive maximum value from Agility, setting workflows and measurement programs to deliver results.
• Assess client needs and proactively recommend solutions to address their PR objectives.
• Track client satisfaction and perform regular outreach to ensure ongoing success.
• Partner with Account Managers to review health scores and churn issues.
• Provide clear communication and prompt issue resolution through phone, online chat, and email.
• Gather client feedback on training, service, and onboarding to ensure continuous improvement.
• Identify opportunities for renewals and account growth, contributing to upsell and retention efforts.
• Record customer interactions and tasks in the company’s CRM system.
• Collaborate with product development and other teams to share client feedback and improve offerings.
• Other duties as required.

Required Skills
• Post-secondary diploma or degree (Public Relations, Media, or Communications preferred).
• At least 2-3 years of customer service experience, ideally in a SaaS or related environment.
• Strong organizational, communication, and presentation skills.
• Proven ability to lead web-based client training and demonstrations.
• Experience troubleshooting and resolving client issues.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and CRM tools (Salesforce experience is a plus).
• Fluent in English, with a secondary language (French or Spanish) an asset.

Additional Details

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 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!