Fullintel
Senior Customer Success & Insights Manager
Full-Time | Remote — Canada | $80,000 – $100,000
The Role
As Senior Customer Success & Insights Manager, you'll own two things that are deeply connected: the success of a portfolio of enterprise accounts, and the quality of the insights those clients receive. You'll be the face of Fullintel for your clients — leading business reviews, presenting analysis reports, and acting as a trusted strategic advisor. Internally, you'll collaborate with analysts, account managers, and product teams to ensure what we deliver is not just accurate, but genuinely useful.
This is a senior, autonomous role for someone who is equally comfortable digging into data and presenting findings to a C-suite audience. You'll report directly to the Director of Sales.
What You'll Do
Client Relationships & Success
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Serve as the primary relationship manager for a portfolio of enterprise accounts, building trust-based partnerships at multiple levels of seniority
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Lead client onboarding and ensure ongoing alignment between Fullintel's deliverables and each client's communications objectives
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Conduct regular check-ins, Quarterly Business Reviews (QBRs), and Executive Business Reviews (EBRs) to communicate performance and strategic direction
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Proactively expand relationships within client organizations, building connections across teams and business units
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Identify and mitigate client risk early; act as the escalation point and coordinate with internal teams to resolve issues effectively
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Identify opportunities for expanded services and collaborate with the account team to support renewals and growth (no direct quota responsibility)
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Present media analysis reports that translate data into clear, compelling narratives
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Interpret traditional and social media data from multiple sources to surface actionable insights and strategic recommendations
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Conduct quality control on analyst team outputs to ensure accuracy, clarity, and alignment with client objectives
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Present research findings and measurement best practices to clients in a confident, accessible way — from working-level teams to executive stakeholders
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Compile and synthesize data from traditional and social media tools across multiple data sources
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Work closely with analysts, account managers, and the product team to align client needs with service delivery
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Contribute to the continuous improvement of report formats, measurement frameworks, and insight methodologies
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Educate clients on new Fullintel products and features, driving awareness and adoption
What We're Looking For
Skills & Abilities
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Exceptional writer with experience in clear, concise communications — you can translate dense data into a story a VP actually wants to read
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Deep understanding of media analysis and its application for PR and communications professionals
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Strong analytical skills; comfortable interpreting quantitative data and surfacing the insight behind the numbers
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Excel proficiency — pivot tables, VLOOKUPs, formulas, and data visualization
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Experience with traditional and social media monitoring tools (e.g. Meltwater, Brandwatch, Talkwalker, Cision, LexisNexis, Sprout Social, BuzzSumo, StatSocial, YouGov)
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Polished presentation skills — you can walk a C-suite audience through a measurement framework with confidence and clarity
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Strong project management instincts; able to independently manage multiple accounts and deadlines without losing the details
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Curious, creative, and driven to find the story hiding in a dataset
Qualifications
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6+ years of experience in public relations, communications, media analysis, measurement, or a closely related field
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Bachelor's degree in Communications, English, Public Relations, Marketing, or a related discipline - Master's degree preferred
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Proven track record in managing enterprise client relationships and delivering high-quality analysis reports
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Experience in presenting research and measurement findings to senior stakeholders
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Highly proficient in Microsoft Office (Word, PowerPoint, Excel)
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Comfortable working both independently and in a collaborative, team-based environment
About Fullintel
Fullintel is a leading media intelligence company serving Fortune 3000 organizations worldwide. With a global team of 250 analysts, technologists, and client service professionals, we combine advanced AI with human expertise to deliver decision-grade intelligence for communications leaders at companies like Johnson & Johnson, Shell, Google, and OpenAI.
We’re growing quickly, and we’re building a team of people who want real ownership from day one. If you’re energized by meaningful work at the intersection of technology, data, and communications strategy, this is the place to do it.
We’ve earned recognition from PRSA (two consecutive Silver Anvil Awards, Best Solution Provider/Vendor), AMEC, and IPRRC for our approach to media intelligence and measurement — and we’re just getting started.
Why Fullintel
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Fully remote role — work from anywhere in Canada
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Competitive salary: $80,000–$100,000 (dependent on relevant experience) plus a performance-based plan with on-target results of $25,000 annually.
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High-visibility role with direct access to senior leadership
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A client roster that includes some of the world's most recognized brands
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A collaborative, fast-moving team that values craft, curiosity, and getting things right
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Comprehensive benefits plan including extended health and dental coverage
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3% education benefit to invest in your own professional development
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3 weeks paid vacation to start, plus 5 paid sick days and 2 personal days
