Job Description : Lead - Client Success

Position Summary

- We are seeking Client Success Lead to drive user engagement for our AI-powered media analytics platform within a fast-growing PR-tech environment.

- This role requires working closely with PR consultants and client-servicing teams to understand their workflows, address adoption barriers, and ensure they derive consistent value from the platform.

- This is a high-impact role in a fast-paced, startup-style environment, ideal for someone who can work with evolving situations, build processes from the ground up, and continuously improve them using data and user feedback.

Key Responsibilities

User Engagement & Adoption

- Understand user categories and engage with them to understand their day-to-day needs, operational requirements, and workflow challenges.

- Identify barriers to technology adoption, including traditional work patterns, workload pressures, or unfamiliarity with digital tools.

- Develop and lead initiatives that drive consistent platform usage across PR account teams and levels of seniority.

- Monitor user analytics to implement targeted adoption strategies.

Domain-Specific Collaboration

- Apply knowledge of PR agency operations-media monitoring, reporting cycles, client-servicing dynamics-to align platform usage with real workflows.

- Partner with PR team leads to integrate the platform into existing processes and drive long-term adoption.

- Provide guidance on best practices for using AI-driven media analytics in PR contexts.

Leadership & Team Management

- Lead and mentor a team responsible for onboarding, user support, and engagement activities.

- Define team KPIs, workflows, and performance standards that scale with a fast-growing organisation.

- Cultivate a team culture focused on responsiveness, experimentation, and continuous improvement.

Training, Enablement & Public Speaking

- Conduct onboarding sessions, platform walkthroughs, demos, and capability workshops designed specifically for PR teams.

- Deliver clear, compelling presentations that translate platform features into practical value for PR outcomes such as reporting, insights, and client servicing.

- Develop structured training frameworks and content tailored to various learning styles and skill levels.

Cross-Functional Alignment

- Work closely with product and engineering teams to articulate user challenges, needs, and feature requests backed by behavioural data.

- Ensure a closed-loop system where user feedback informs product development and platform enhancement.

Process Building & Execution in a Startup Environment

- Establish scalable systems and processes from the ground up in an environment where workflows are still evolving.

- Pilot new engagement models, experiment with user activation strategies, and iterate using insights from usage patterns.

- Demonstrate ownership, resilience, and adaptability in a dynamic, high-growth setting.

Core Competencies

1. Analytical & Data-Driven Thinking

- Able to interpret usage data, engagement metrics, and adoption trends.

- Uses insights to shape proactive outreach and engagement strategies.

2. User Empathy & Behavioural Insight

- Understands how PR consultants work, the pressures they face, and what drives or hinders their adoption of new tools.

- Can diagnose behavioural patterns and design targeted interventions.

3. Ownership and Leadership

- Proven ability to build, lead, and motivate a client-facing team.

- Fosters accountability, growth, and high performance within the team.

- Own the role and lead with example

4. Communication & Public Speaking

- Delivers polished, engaging presentations tailored to PR account teams and leadership.

- Communicates complex features simply and connects them to real PR value.

5. Collaboration & Stakeholder Management

- Works effectively with PR agency leadership, internal product teams, and cross-functional stakeholders.

- Builds strong, credible relationships across diverse functions.

6. Adaptability & Startup Mindset

- Thrives in fast-evolving environments with shifting priorities.

- Comfortable creating clarity where processes are still developing.

- Embraces experimentation, quick iteration, and data-led decision-making.

Qualifications

- 5-8 years of experience in PR, media intelligence, SaaS customer success, or PR-tech/analytics roles.

- Understanding of media landscape, PR workflows, client-servicing structures, media monitoring, and reporting processes.

- 2-3 years of team leadership experience.

- Excellent facilitation, presentation, and communication skills.

- Experience with usage analytics, dashboards, and user engagement metrics.