Customer Success Manager

Boston, MA
Full Time
Customer Success
Mid Level
About the Role
We are seeking a dynamic and experienced Customer Success Manager who will act as a strategic partner to our clients: owning product adoption, driving measurable outcomes, and building long-term, trusted relationships. This role is crucial in ensuring our customers derive maximum value from our products, achieve their business objectives, and remain engaged advocates of Validity’s solutions.

As a key member of our Customer Success team, you will manage a portfolio of clients, guiding them through every stage of the post-sale lifecycle - from adoption to expansion. You’ll collaborate closely with cross-functional teams including Account Management, Product, and Support to ensure your clients are not just satisfied, but successful.

Team Dynamic
You’ll be joining a customer-centric organization that values strategic thinking, autonomy, and continuous growth. If you’re passionate about helping clients succeed and thrive in a collaborative environment where your voice and impact matter - this is the role for you.

Position Duties and Responsibilities
  • Own the post-sale relationship for a portfolio of strategic accounts, focusing on product usage, adoption, and value realization
  • Serve as a trusted advisor, deeply understanding each client’s business model, goals, and success metrics
  • Proactively manage the client journey through regular business reviews, success planning, and strategic consultation
  • Leverage data insights to tell compelling stories, identify trends, and drive adoption through tailored recommendations
  • Actively contribute to product and process improvements by surfacing client feedback and collaborating with internal teams
  • Collaborate in building strong multi-threaded relationships across client organizations, from end-users to executive stakeholders
  • Identify opportunities to support account growth and expansion in collaboration with the Account Manager
  • Serve as the internal voice of the customer, championing their needs across departments to drive satisfaction and retention
  • Ensure consistent, high-quality follow-through on customer issues and act with urgency to resolve any blockers to success
Required Experience, Skills, and Education
  • 3+ years of experience in a Customer Success, Account Management, or related SaaS client-facing role
  • Proven ability to drive product adoption and customer outcomes in a B2B technology environment
  • Strong consultative and communication skills, including experience leading client calls, QBRs, and executive briefings
  • Comfortable with interpreting data and KPIs to inform strategy and client discussions
  • Demonstrated success managing multiple clients in a fast-paced environment, balancing competing priorities with ease
  • Experience collaborating cross-functionally to deliver a seamless customer experience
  • Strong business acumen and the ability to align product features to customer goals
  • Proactive, self-starter attitude with a passion for building long-term relationships and delivering value
Preferred Experience, Skills, and Education
  • Experience in email deliverability, marketing technology, or CRM platforms such as Salesforce
  • Bachelor's degree or equivalent experience
  • Experience working with enterprise customers
  • Technical aptitude or experience with software configuration a plus

About Validity

For over 20 years, tens of thousands of organizations across the world have relied on Validity solutions to target, contact, engage, and retain customers – using trustworthy data as a key advantage. Validity’s flagship products – Everest, DemandTools, BriteVerify, and GridBuddy Connect – are all highly rated, #1 solutions for sales and marketing professionals. These solutions deliver smarter email campaigns, more qualified leads, more productive sales, and ultimately faster growth.

Validity is a truly unique company - massive revenue growth, top-tier investors, 5-star product ratings, proven ability to acquire and integrate top tech companies and welcome them into the Validity family, a winning culture, and a work environment that fosters hard work, trust, and fun.

Headquartered in Boston, Validity has offices in Denver, London, Sao Paulo, and Sydney. For more information, connect with us on LinkedIn, Instagram, and Twitter.

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Validity is proud to be an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants for employment regardless of actual or perceived race, color, ancestry, national origin, citizenship, religion or creed, age, physical or mental disability, medical condition, AIDs/HIV status, genetic information, military and veteran status, sex, parental status (including pregnancy and pregnancy-related conditions, childbirth, post childbirth, nursing mother, parent of a young child and parent of a foster child), gender (including gender identity and expression), sexual orientation, marital status (including registered domestic partner status), or any other characteristic protected by applicable federal, state, or local law.

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