Client Success Specialist
About the Role
As a Client Success Specialist, you’ll own the first 2–4 months of the customer journey including turning client PR objectives into a clear onboarding plan, coordinating configuration with our Product Support team, and leading all client-facing calls and trainings. Your job is to embed our platform into day-to-day workflows and get teams to first value quickly. Once live, you’ll hand the relationship to an Account Manager for ongoing strategy and growth, and stay available for fast “how-to” answers and light configuration tweaks to keep customers unblocked.
What you’ll do
Discover & Design
Interpret each client’s real objectives and translate them into an onboarding plan with milestones, owners, and success metrics.
Recommend the best account setup to achieve the outcomes the client cares about.
Configure & Validate
Configure accounts to client-specific workflows (users, searches, dashboards, alerts, reporting).
Partner with our Product Support team to execute configurations and resolve technical issues quickly.
Surface options and trade-offs clearly; explain pros/cons and guide clients to the best approach.
Enable & Drive Adoption (first 2–4 months)
Deliver tailored trainings by module so users feel confident and self-sufficient.
Track engagement and early adoption; spot risks that could derail onboarding and pre-empt with solutions.
Respond promptly to client questions and requests during onboarding; keep momentum high.
Document & Hand-off
Maintain clean, complete activity records in Salesforce (decisions, risks, workarounds, assets).
Deliver a “no-surprises” handoff to the Account Manager: current workflows, value achieved, stakeholders, open items, and logical next steps.
Post-handoff, handle reactive “how-to” and light configuration requests to keep customers unblocked.
Collaborate & Improve
Liaise with Support, Product, Engineering, Marketing, Sales, and Account Management to solve client requirements.
Gather client feedback on training, service, and setup; feed insights into playbooks and team process improvements.
Follow team best practices and SLAs; contribute to team building and ways-of-working.
What You'll Bring
Post-secondary diploma or degree (Public Relations, Communications, Media, or related field preferred). Relevant PR/media experience is a plus, not a requirement.
1–2 years in SaaS onboarding/implementation, customer support/success, or Account Management roles.
Confident running virtual trainings and product walkthroughs for end users and admins.
Strong discovery and communication skills—able to translate goals into setup plans and explain trade-offs clearly.
Proven ability to troubleshoot configuration issues and coordinate fixes with internal teams (including an overseas Product Support team).
Excellent organization and follow-through across multiple accounts; clean CRM hygiene (Salesforce preferred).
Comfortable with productivity tools (e.g., Google/Microsoft suite) and basic reporting/analysis.
Fluent in English; French or Spanish is an asset.
Why You'll Love It Here
Fully remote work environment
Collaborative culture – and key tools enabling it
Competitive compensation package
Health, Dental & Vision 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, 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!
About the job
Apply for this position
Client Success Specialist
About the Role
As a Client Success Specialist, you’ll own the first 2–4 months of the customer journey including turning client PR objectives into a clear onboarding plan, coordinating configuration with our Product Support team, and leading all client-facing calls and trainings. Your job is to embed our platform into day-to-day workflows and get teams to first value quickly. Once live, you’ll hand the relationship to an Account Manager for ongoing strategy and growth, and stay available for fast “how-to” answers and light configuration tweaks to keep customers unblocked.
What you’ll do
Discover & Design
Interpret each client’s real objectives and translate them into an onboarding plan with milestones, owners, and success metrics.
Recommend the best account setup to achieve the outcomes the client cares about.
Configure & Validate
Configure accounts to client-specific workflows (users, searches, dashboards, alerts, reporting).
Partner with our Product Support team to execute configurations and resolve technical issues quickly.
Surface options and trade-offs clearly; explain pros/cons and guide clients to the best approach.
Enable & Drive Adoption (first 2–4 months)
Deliver tailored trainings by module so users feel confident and self-sufficient.
Track engagement and early adoption; spot risks that could derail onboarding and pre-empt with solutions.
Respond promptly to client questions and requests during onboarding; keep momentum high.
Document & Hand-off
Maintain clean, complete activity records in Salesforce (decisions, risks, workarounds, assets).
Deliver a “no-surprises” handoff to the Account Manager: current workflows, value achieved, stakeholders, open items, and logical next steps.
Post-handoff, handle reactive “how-to” and light configuration requests to keep customers unblocked.
Collaborate & Improve
Liaise with Support, Product, Engineering, Marketing, Sales, and Account Management to solve client requirements.
Gather client feedback on training, service, and setup; feed insights into playbooks and team process improvements.
Follow team best practices and SLAs; contribute to team building and ways-of-working.
What You'll Bring
Post-secondary diploma or degree (Public Relations, Communications, Media, or related field preferred). Relevant PR/media experience is a plus, not a requirement.
1–2 years in SaaS onboarding/implementation, customer support/success, or Account Management roles.
Confident running virtual trainings and product walkthroughs for end users and admins.
Strong discovery and communication skills—able to translate goals into setup plans and explain trade-offs clearly.
Proven ability to troubleshoot configuration issues and coordinate fixes with internal teams (including an overseas Product Support team).
Excellent organization and follow-through across multiple accounts; clean CRM hygiene (Salesforce preferred).
Comfortable with productivity tools (e.g., Google/Microsoft suite) and basic reporting/analysis.
Fluent in English; French or Spanish is an asset.
Why You'll Love It Here
Fully remote work environment
Collaborative culture – and key tools enabling it
Competitive compensation package
Health, Dental & Vision 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, 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!