Customer Success Manager

About the Role
We’re looking for a Customer Success Manager who is passionate about building strong relationships and driving success for our customers. In this role, you will be ensuring successful adoption as well as ongoing use of Validity’s products and offerings. You will guide customers through onboarding, provide valuable insights, and help them achieve their goals, while demonstrating the broader value of the Validity ecosystem at every step. Your work will directly contribute to customer satisfaction, retention, and long-term success.

Team Dynamic
You’ll be joining a customer-centric organization that values strategic thinking, autonomy, and continuous growth. This role offers the opportunity to be an integral part of the customer's journey, ensuring customers realize the full value of their Validity solutions. If you’re passionate about helping customers succeed and have the skills to match, we’d love to hear from you!

Position Duties and Responsibilities

• Drive Adoption & Retention: Proactively manage a portfolio of Enterprise customers, ensuring they maximize product usage and achieve success with the platform by aligning solutions with their business objectives.
• Onboarding & Enablement: Lead the onboarding process for new customers, including training, support, and ensuring a smooth transition
• Customer Engagement: Monitor customer engagement and product usage, identify opportunities for deeper adoption, and provide feedback to internal teams on product and service improvements.
• Consultative Guidance: Offer strategic guidance on email marketing best practices, trends, and platform use cases, helping customers fully leverage their Validity solutions to meet their goals.
• Cross-Functional Collaboration: Work closely with account management, product, support, and sales teams to ensure customer success, escalate issues when needed, and ensure that customer feedback informs product development.
• Documentation & Knowledge Sharing: Contribute to internal knowledge sharing, including documentation, best practices, and success resources to improve team efficiency and customer outcomes.

Required Experience, Skills, and Education

• 3-5 years of prior experience in customer success, onboarding, or account management, preferably in B2B SaaS.
• Salesforce configuration, SaaS, or technical background a plus
• Email knowledge or background a plus
• Strong interpersonal skills with the ability to build trust and empathy with customers at all levels.
• Proven ability to resolve customer issues effectively and work cross-functionally to drive solutions.
• Driven to exceed expectations, with a focus on delivering value to customers and achieving business goals.
• Strong written and verbal communication skills, with the ability to explain complex concepts clearly and confidently.
• A strong interest in email marketing technologies or SaaS, with the ability to offer insights and best practices to customers.
• Ability to manage multiple accounts, track progress, and ensure customers are successfully executing their use cases.
• Ability to work 3 days per week (Tuesdays, Wednesdays, and Thursdays) in our Boston, MA office

Preferred Experience, Skills, and Education

• Bachelor’s degree or equivalent years of relevant experience

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, a nd 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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