Senior Customer Success & Insights Manager

ABOUT FULLINTEL

Fullintel is a leading media intelligence and narrative insights company serving Fortune 3000 organizations worldwide. With offices in Canada, the United States, and India, and a global team of 250 analysts, technologists, and client service professionals, we combine advanced AI technology with expert human insight to deliver decision-grade intelligence. Our platform and services power real-time media monitoring, executive briefings, and strategic analysis for some of the world’s most recognized brands—including Johnson & Johnson, Shell, Google, and OpenAI—helping communications leaders understand, shape, and act on the narratives that impact their businesses. We’re growing quickly, and this is an opportunity to step into a role at the intersection of client strategy, narrative intelligence, and data storytelling. You’ll work directly with global communications leaders to turn complex media signals into clear, executive-ready insights and build relationships that influence real business decisions. If you’re energized by combining analysis, storytelling, and client engagement, this is a role where you can have an immediate impact.

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

• Serve as the primary relationship manager for a portfolio of enterprise accounts, building trust-based partnerships at multiple levels of seniority
• Lead client onboarding and ensure ongoing alignment between Fullintel’s deliverables and each client’s communications objectives
• Conduct regular check-ins, Quarterly Business Reviews (QBRs), and Executive Business Reviews (EBRs) to communicate performance and strategic direction
• Proactively expand relationships within client organizations, building connections across teams and business units
• Identify and mitigate client risk early; act as the escalation point and coordinate with internal teams to resolve issues effectively
• Identify opportunities for expanded services and collaborate with the account team to support renewals and growth (no direct quota responsibility)

Insights & Analysis

• Present media analysis reports that translate data into clear, compelling narratives
• Interpret traditional and social media data from multiple sources to surface actionable insights and strategic recommendations
• Conduct quality control on analyst team outputs to ensure accuracy, clarity, and alignment with client objectives
• Present research findings and measurement best practices to clients in a confident, accessible way — from working-level teams to executive stakeholders
• Compile and synthesize data from traditional and social media tools across multiple data sources

Cross-Functional Collaboration

• Work closely with analysts, account managers, and the product team to align client needs with service delivery
• Contribute to the continuous improvement of report formats, measurement frameworks, and insight methodologies
• Educate clients on new Fullintel products and features, driving awareness and adoption

WHAT WE’RE LOOKING FOR

Skills & Abilities

• Exceptional writer with experience in clear, concise communications — you can translate dense data into a story a VP actually wants to read
• Deep understanding of media analysis and its application for PR and communications professionals
• Strong analytical skills; comfortable interpreting quantitative data and surfacing the insight behind the numbers
• Excel proficiency — pivot tables, VLOOKUPs, formulas, and data visualization
• Experience with traditional and social media monitoring tools (e.g. Meltwater, Brandwatch, Talkwalker, Cision, LexisNexis, Sprout Social, BuzzSumo, StatSocial, YouGov)
• Polished presentation skills — you can walk a C-suite audience through a measurement framework with confidence and clarity
• Strong project management instincts; able to independently manage multiple accounts and deadlines without losing the details
• Curious, creative, and driven to find the story hiding in a dataset

Qualifications

• • 6+ years of experience in public relations, communications, media analysis, measurement, or a closely related field
  • Bachelor’s degree in Communications, English, Public Relations, Marketing, or a related discipline – Master’s degree preferred
  • Proven track record in managing enterprise client relationships and delivering high-quality analysis reports
  • Experience in presenting research and measurement findings to senior stakeholders
  • Highly proficient in Microsoft Office (Word, PowerPoint, Excel)
  • Comfortable working both independently and in a collaborative, team-based environment

WHY FULLINTEL

• Fully remote role — work from anywhere in Canada
• Competitive salary: $80,000–$100,000 (dependent on relevant experience) plus a performance-based plan with on-target results of $25,000 annually.
• High-visibility role with direct access to senior leadership
• A client roster that includes some of the world’s most recognized brands
• A collaborative, fast-moving team that values craft, curiosity, and getting things right
• Comprehensive benefits plan including extended health and dental coverage
• 3% education benefit to invest in your own professional development
• 3 weeks paid vacation to start, plus 5 paid sick days and 2 personal days