Customer Success Manager

About Validity Validity created the AI platform behind the world's most successful email programs. For nearly 30 years, Validity has operated at the center of the email ecosystem—shaping how it works, setting the standards others follow, and earning the trust of the world's biggest brands and mailbox providers. That trust is built on the world's largest email data network: proprietary signals from ISPs, exclusive mailbox provider partnerships, and more than 2.5 billion behavioral data points processed daily. This data-driven foundation powers Validity Engage, the AI email platform that helps enterprise teams know what to send, when to send it, and who's ready to receive it—so every send is smarter than the last. For more information, visit validity.com or connect with us on LinkedIn.

Validity

AI-powered email—trained on the world’s largest email data network

CRMData ValidationSalesforceDeduplicationSoftware-as-a-ServiceEmail VerificationData MergeData QualityData-as-a-ServiceAPI

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V

validity.com

201-500 employees

Software Development

Boston, Massachusetts

2018

Privately Held

19k LinkedIn followers

• We are looking for a candidate who is positive, driven, and has a customer-first mentality. The candidate must be an exceptional team player, as this team’s success requires a great amount of communication with different teams, whilst maintaining high service standards and customer satisfaction. This individual is someone who works well with others, has a “get the job done” mentality, and can contribute their own expertise in the email industry and/or customer success to ensure high levels of adoption and customer retention.
• Manages a book of business, continually meets role standards, and partners closely with Account Team to actively engage with and retain customer relationships.
• Responsible for technical account planning and ongoing technical management of specific account issues.
• Works with clients to understand their organizational structure, business model, and goals to effectively use our solutions to reach their overall goals.
• Conducts ongoing client meetings to communicate best practices, successes, and data results and facilitates business reviews. Provides guidance on the Validity tools and advises on key features and functionality to make strategic recommendations.
• Comfortable with face-to-face meetings, agenda preparation and all follow-up.
• Can use data to tell a story, identify issues, and search for best practices to provide solutions.
• Develops strong client relationships and interacts with a range of clients in a professional manner. Active listening skills to uncover potential areas of opportunity within an account. Ensure stickiness by ensuring the product is used to its fullest capacity and new use cases are identified.
• 3-5 years in a customer service/support role, managing customer inquiries in a fast-paced environment with large software customer base. Excellent communication skills and presentation skills
• Sales acumen to work closely with account executives to support upsell and cross-sell efforts. Ability to conduct business analysis and ask questions that reveal answers on how to adapt offerings to meet customer needs.
• Be self-motivated and success-driven, with good time management skills. Ability to quickly build rapport and build strong and productive working relationships.
• Thrive in a fast-paced environment.
• Passion for customer care and a focus on customer retention and outcomes.
• Great communication skills both internally and externally. Detail-oriented and curious, enjoys helping others and learning from others. Collaborates with other CSMs to troubleshoot new issues and share best practices.
• Take part in cross-functional projects to improve processes.
• Consistently achieve/surpass goals in terms of metrics and customer feedback/advocacy.

Preferred

• Bachelor’s degree or equivalent years of relevant experience
• Email Deliverability experience a plus
• Previous knowledge of Salesforce CRM application including data structure and API integration, Salesforce Administrator Certification a plus.
• Salary range $70,000 - $95,000 plus benefits, bonus opportunities and stock options. Final salary may vary depending on skills, location, and/or experience.
• Validity has operated at the center of the email ecosystem for nearly 30 years—shaping how it works, setting the standards others follow, and earning the trust of the world's biggest brands and mailbox providers along the way.
• That trust is built on something unique: the world's largest email data network, comprised of proprietary signals from ISPs, exclusive mailbox provider partnerships, and more than 2.5 billion behavioral data points processed daily.
• That data-driven foundation gives our AI a depth of context no competitor can replicate—and it's what powers Validity Engage, the AI email platform that enables enterprise teams to send smarter, more successful campaigns.
• 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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• Benefits
• Bonus Opportunities
• Stock Options