Validity is looking for a&nbsp;Successful leader with 15+ years of broad-based business and technology experience running a large, high-growth, SaaS-based organization delivering software-based business solutions to large and small enterprises in the areas of Sales, Marketing, or Services and Support. This role will report to the Chief Operating OfficerEssential Position Duties and Responsibilities<ul>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Drive strategy and the alignment of customer success and transformational impacts through the adoption of innovative offers and market-leading cloud solutions that accelerate business value for our customers.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Operationalize key regional/global programs; build an operating model - including people, tools, repeatable processes/methodologies, and best practices - that ensures the team can scale and deliver a consistent and valued customer experience.&nbsp; Acknowledge the disparate service cultures combined through acquisition and deep institutional knowledge of teams while evolving the functions.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Focus on customer intimacy to deliver business impact to a customer’s business by understanding our customers’ key business issues and opportunities and mapping our capabilities to them.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Create evangelists by listening to customers closely and delighting them with our user experience and service.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Establish and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while expanding and deepening the business relationship.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Work closely with the Sales organizations to synchronize with growth plans to ensure the Customer Success organization scales in line with expansion.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Establish relationships with sales, product, channel, and support leadership to ensure cross-functional alignment at scale.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Be an inspirational leader to 100+ employee globally; create a vibrant, inclusive culture that inspires people to do their best work.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Provide guidance and promote accountability for Customer Success team members throughout the customer life cycle.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Stay abreast of market conditions,&nbsp;industry best practices and customer needs.</li>
</ul> Required Experience/Skills<ul>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Track record of building and growing world-class organizations characterized by high productivity and excellent morale within SaaS-based businesses; attract, retain, and develop top-tier Customer Success talent to support the organization’s growth.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Must have the ability to think strategically and objectively; effectively translate data into actionable insights/strategies.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Experience in email, CRM, or marketing preferred.&nbsp; Alternatively, demonstrated ability to learn the offerings and industry quickly and gain trusted advisor status to C-level clients.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Deep understanding of how exemplary Support and Services functions drive recurring software revenue; ability to manage the functions through this lens and focus on retention/renewal/churn-zero initiatives.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Demonstrated success scaling a Services, Customer Engagement or Partner Engagement function across geographies to support a growing global enterprise customer base.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">History of leveraging exceptional customer orientation focus to create a superior Customer Experience that deepens customer relationships.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Proven track record working with Product Management to deliver customer functionality – in this case to drive adoption and value recognition.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Prior operational experience - building and running businesses, P&amp;L management.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Leadership experience within hyper-growth environments; demonstrated ability to make rapid decisions and problem-solve in a hyper-growth, SaaS environment.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Experience using Salesforce and/or other key account management platforms&nbsp;(ChurnZero, Zendesk, Pendo, etc.).</li>
</ul> Desired Experience/Skills<ul>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">15+ years of work experience in a leadership position.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">10+ years of work experience in enterprise, SaaS-based software.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">5+ years of work experience in customer success or related role.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Thrives in a demanding, fast-paced environment.&nbsp;Adapts quickly and drives results despite frequent and significant operational changes.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Excellent communication and presentation skills.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Analytical and negotiation skills, particularly at executive levels.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Excels in navigating a highly collaborative and highly matrixed environment.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Excellent leadership, management, and interpersonal skills.&nbsp; High EQ and ability to lead with positive influence and inspire others.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">A technical degree and MS or MBA preferred.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Must be open to 30% regional travel with close alignment with Executive leadership in Boston.</li>
</ul> 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 – <a href="https://www.validity.com/products/demandtools/">DemandTools</a>, <a href="https://www.validity.com/products/briteverify/">BriteVerify</a>, <a href="https://www.validity.com/products/returnpath/">Return Path</a>, <a href="https://www.validity.com/products/trustassessments/">Trust Assessments</a>, and <a href="https://www.validity.com/products/gridbuddy/">GridBuddy </a>– 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, winning culture, and a work environment that fosters hard work, trust, and fun.Headquartered in Boston, Validity has offices in Tampa, Denver, Indianapolis, London, and Sydney. For more information, visit connect with us on <a href="https://www.linkedin.com/company/validityinc/">LinkedIn</a>, <a href="https://www.instagram.com/trustvalidity/">Instagram, </a>and <a href="https://twitter.com/TrustValidity">Twitter</a>.

Validity is looking for a Successful leader with 15+ years of broad-based
business and technology experience running a large, high-growth, SaaS-based
organization delivering software-based business solutions to large and small
enterprises in the areas of Sales, Marketing, or Services and Support.

 __  

 _This role will report to the Chief Operating Officer_

 **Essential Position Duties and Responsibilities**

  * Drive strategy and the alignment of customer success and transformational impacts through the adoption of innovative offers and market-leading cloud solutions that accelerate business value for our customers.
  * Operationalize key regional/global programs; build an operating model - including people, tools, repeatable processes/methodologies, and best practices - that ensures the team can scale and deliver a consistent and valued customer experience.  Acknowledge the disparate service cultures combined through acquisition and deep institutional knowledge of teams while evolving the functions.
  * Focus on customer intimacy to deliver business impact to a customer’s business by understanding our customers’ key business issues and opportunities and mapping our capabilities to them.
  * Create evangelists by listening to customers closely and delighting them with our user experience and service.
  * Establish and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while expanding and deepening the business relationship.
  * Work closely with the Sales organizations to synchronize with growth plans to ensure the Customer Success organization scales in line with expansion.
  * Establish relationships with sales, product, channel, and support leadership to ensure cross-functional alignment at scale.
  * Be an inspirational leader to 100+ employee globally; create a vibrant, inclusive culture that inspires people to do their best work.
  * Provide guidance and promote accountability for Customer Success team members throughout the customer life cycle.
  * Stay abreast of market conditions, industry best practices and customer needs.

****  

**Required Experience/Skills**

  * Track record of building and growing world-class organizations characterized by high productivity and excellent morale within SaaS-based businesses; attract, retain, and develop top-tier Customer Success talent to support the organization’s growth.
  * Must have the ability to think strategically and objectively; effectively translate data into actionable insights/strategies.
  * Experience in email, CRM, or marketing preferred.  Alternatively, demonstrated ability to learn the offerings and industry quickly and gain trusted advisor status to C-level clients.
  * Deep understanding of how exemplary Support and Services functions drive recurring software revenue; ability to manage the functions through this lens and focus on retention/renewal/churn-zero initiatives.
  * Demonstrated success scaling a Services, Customer Engagement or Partner Engagement function across geographies to support a growing global enterprise customer base.
  * History of leveraging exceptional customer orientation focus to create a superior Customer Experience that deepens customer relationships.
  * Proven track record working with Product Management to deliver customer functionality – in this case to drive adoption and value recognition.
  * Prior operational experience - building and running businesses, P&L management.
  * Leadership experience within hyper-growth environments; demonstrated ability to make rapid decisions and problem-solve in a hyper-growth, SaaS environment.
  * Experience using Salesforce and/or other key account management platforms (ChurnZero, Zendesk, Pendo, etc.).

****  

**Desired Experience/Skills**

  * 15+ years of work experience in a leadership position.
  * 10+ years of work experience in enterprise, SaaS-based software.
  * 5+ years of work experience in customer success or related role.
  * Thrives in a demanding, fast-paced environment. Adapts quickly and drives results despite frequent and significant operational changes.
  * Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy.
  * Excellent communication and presentation skills.
  * Analytical and negotiation skills, particularly at executive levels.
  * Excels in navigating a highly collaborative and highly matrixed environment.
  * Excellent leadership, management, and interpersonal skills.  High EQ and ability to lead with positive influence and inspire others.
  * A technical degree and MS or MBA preferred.
  * Must be open to 30% regional travel with close alignment with Executive leadership in Boston.

****  

**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 –
[DemandTools](https://www.validity.com/products/demandtools/),
[BriteVerify](https://www.validity.com/products/briteverify/), [Return
Path](https://www.validity.com/products/returnpath/), [Trust
Assessments](https://www.validity.com/products/trustassessments/), and
[GridBuddy ](https://www.validity.com/products/gridbuddy/)– 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, winning culture, and
a work environment that fosters hard work, trust, and fun.

Headquartered in Boston, Validity has offices in Tampa, Denver, Indianapolis,
London, and Sydney. For more information, visit connect with us on
[LinkedIn](https://www.linkedin.com/company/validityinc/), [Instagram,
](https://www.instagram.com/trustvalidity/)and
[Twitter](https://twitter.com/TrustValidity).

