Client Success Specialist - Mid Market

at  Agility PR Solutions

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

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.

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.