About the Role
This role is responsible for leading a team that ensures agency clients achieve their goals using the company's platform. The manager will oversee onboarding, adoption, and renewal processes while serving as a strategic advisor to high-value accounts.
Responsibilities
- Lead and mentor a team of customer success professionals focused on agency clients
- Develop strategies to improve client onboarding and product adoption
- Monitor client health metrics and identify at-risk accounts
- Collaborate with product and support teams to address client needs
- Drive customer retention and renewal rates through proactive engagement
- Serve as a primary point of contact for key agency accounts
- Create and deliver client success plans aligned with business goals
- Identify upsell opportunities and work with sales on expansion
- Gather and relay client feedback to inform product development
- Manage quarterly business reviews with agency partners
- Ensure timely resolution of client escalations
- Track and report on team performance and KPIs
- Maintain deep knowledge of platform features and updates
- Support the development of training materials for clients
- Promote best practices in media monitoring and outreach
Nice to Have
- Experience in media monitoring or PR software
- Background in agency operations or client services
- Knowledge of social media analytics tools
- Certification in customer success management
- Familiarity with outreach campaign measurement
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Remote
Team
Customer-facing team supporting agency clients
About Us
We are a platform that connects public relations professionals with journalists and media opportunities. Our tools help agencies track coverage, build relationships, and measure campaign performance. The company supports communication teams with real-time data and outreach capabilities.
What We Offer
- Health insurance benefits
- Retirement savings plan
- Paid time off and holidays
- Professional development opportunities
- Flexible work schedule
- Remote work support
- Employee assistance program
Not specified
