About the Role

The Customer Success Manager is responsible for creating and nurturing relationships with a set of customers and for ensuring those customers achieve their goal outcomes.&nbsp;

&nbsp;

Team Dynamic

The Customer Success Manager will be an individual who is comfortable owning their responsibilities but also comfortable collaborating with a team and providing assistance and feedback when needed. This individual should be someone who is a team player who can work well with others with a &ldquo;get the job done&rdquo; mentality.

&nbsp;

Position Duties and Responsibilities

<ul>
	<li>Coordinate internal support from various teams to deliver for the customer.</li>
	<li>Onboard customers successfully post-sale, and work with recently-closed accounts during the rollout process.</li>
	<li>Ensure stickiness&nbsp;by ensuring the product is used to its fullest capacity and new use cases are identified.&nbsp;</li>
	<li>Gather requirements for additional use cases to tailor the application to evolving customer needs.&nbsp;</li>
	<li>Technical assistance for installing files and apps in customer orgs.</li>
	<li>Develop strong customer relationships and run case study interviews.&nbsp;&nbsp;</li>
	<li>Understand and demo new product releases/features to customers.&nbsp;&nbsp;</li>
	<li>Be an advocate for our top customer requests to our product team.&nbsp;</li>
	<li>Work closely with Sales, Support, Marketing, Product, and Executive teams as the internal champion for the customer.&nbsp;</li>
	<li>Collaborate closely with an internal Support and Sales team to provide a world-class client experience.</li>
	<li>Work with clients to understand their organizational structure, business model, and email goals to effectively use the Validity tools and solutions to reach their overall goals.&nbsp;&nbsp;</li>
	<li>Be responsible for technical account planning and ongoing technical management of specific account issues.&nbsp;&nbsp;</li>
	<li>Establish or maintain close, productive relationships with key customers.&nbsp;&nbsp;</li>
	<li>Develop those customers to produce zero net churn renewals and net business growth through identifying upsell and cross-sell opportunities which you will coordinate with the Sales team.</li>
	<li>Provide customers with metrics to&nbsp;showcase&nbsp;value&nbsp;over time.</li>
	<li>Work with product and executives to participate in strategic conversations with key customers and translate outcomes into action plans.</li>
</ul>

&nbsp;

Required Experience, Skills, and Education

<ul>
	<li>3-5 years in a Client Service role leading large accounts and forming strong client relationships while demonstrating analytical and problem-solving skills.</li>
	<li>Fully understand Salesforce use cases and business use cases.</li>
	<li>Sales acumen to work closely with account executives to support upsell efforts.</li>
	<li>Excellent communication skills and presentation skills.&nbsp;</li>
	<li>Deep understanding of Salesforce business problems.</li>
	<li>Ability to build a strong product vision in customer&rsquo;s minds to solve Salesforce business problems.</li>
	<li>Ability to conduct business analysis and ask questions that reveal answers on how to adapt offerings to meet customer needs</li>
	<li>Be self-motivated and success-driven.&nbsp;&nbsp;</li>
	<li>Ability to quickly build rapport and build strong and productive working relationships.&nbsp;&nbsp;</li>
	<li>Project management experience to manage post-sale implementations, create and execute post-sale meeting cadence with customers to monitor rollout success, help set customer expectations, report on issues, and help mitigate risks in implementations.&nbsp;</li>
	<li>Thrive in a fast-paced environment.&nbsp;</li>
</ul>

&nbsp;

Preferred Experience, Skills, and Education

<ul>
	<li>Bachelor&rsquo;s degree or equivalent years of relevant experience.</li>
	<li>CSS/JavaScript experience a plus.</li>
	<li>Experience with&nbsp;Salesforce security model a plus.</li>
	<li>Experience with MS Dynamics a plus.</li>
</ul>

&nbsp;

Benefits

<ul>
	<li>Medical</li>
	<li>Dental</li>
	<li>Vision</li>
	<li>Paid Holidays</li>
	<li>Unlimited PTO</li>
	<li>Parental Leave</li>
</ul>

&nbsp;

Pay Range: $70,000 - 80,000&nbsp;base, plus up to 20% bonus opportunity, and stock options.

Final salary may vary depending on skills, location, and/or experience.

&nbsp;

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 &ndash; using trustworthy data as a key advantage. Validity&rsquo;s flagship products &ndash; <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>&ndash; 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.

&nbsp;

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>.

**About the Role**

The Customer Success Manager is responsible for creating and nurturing
relationships with a set of customers and for ensuring those customers achieve
their goal outcomes.



**Team Dynamic**

The Customer Success Manager will be an individual who is comfortable owning
their responsibilities but also comfortable collaborating with a team and
providing assistance and feedback when needed. This individual should be
someone who is a team player who can work well with others with a "get the job
done" mentality.



**Position Duties and Responsibilities**

  * Coordinate internal support from various teams to deliver for the customer.
  * Onboard customers successfully post-sale, and work with recently-closed accounts during the rollout process.
  * Ensure stickiness by ensuring the product is used to its fullest capacity and new use cases are identified. 
  * Gather requirements for additional use cases to tailor the application to evolving customer needs. 
  * Technical assistance for installing files and apps in customer orgs.
  * Develop strong customer relationships and run case study interviews.  
  * Understand and demo new product releases/features to customers.  
  * Be an advocate for our top customer requests to our product team. 
  * Work closely with Sales, Support, Marketing, Product, and Executive teams as the internal champion for the customer. 
  * Collaborate closely with an internal Support and Sales team to provide a world-class client experience.
  * Work with clients to understand their organizational structure, business model, and email goals to effectively use the Validity tools and solutions to reach their overall goals.  
  * Be responsible for technical account planning and ongoing technical management of specific account issues.  
  * Establish or maintain close, productive relationships with key customers.  
  * Develop those customers to produce zero net churn renewals and net business growth through identifying upsell and cross-sell opportunities which you will coordinate with the Sales team.
  * Provide customers with metrics to showcase value over time.
  * Work with product and executives to participate in strategic conversations with key customers and translate outcomes into action plans.



**Required Experience, Skills, and Education**

  * 3-5 years in a Client Service role leading large accounts and forming strong client relationships while demonstrating analytical and problem-solving skills.
  * Fully understand Salesforce use cases and business use cases.
  * Sales acumen to work closely with account executives to support upsell efforts.
  * Excellent communication skills and presentation skills. 
  * Deep understanding of Salesforce business problems.
  * Ability to build a strong product vision in customer's minds to solve Salesforce business problems.
  * 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.  
  * Ability to quickly build rapport and build strong and productive working relationships.  
  * Project management experience to manage post-sale implementations, create and execute post-sale meeting cadence with customers to monitor rollout success, help set customer expectations, report on issues, and help mitigate risks in implementations. 
  * Thrive in a fast-paced environment. 



**Preferred Experience, Skills, and Education**

  * Bachelor's degree or equivalent years of relevant experience.
  * CSS/JavaScript experience a plus.
  * Experience with Salesforce security model a plus.
  * Experience with MS Dynamics a plus.



**Benefits**

  * Medical
  * Dental
  * Vision
  * Paid Holidays
  * Unlimited PTO
  * Parental Leave



**Pay Range: $70,000 - 80,000  base, plus up to 20% bonus opportunity, and
stock options.**

Final salary may vary depending on skills, location, and/or 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 -
[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).

