Associate Customer Success Manager

Validity; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking an Associate Customer Success Manager to enhance customer relationships and support email programs. This hybrid role requires a proactive approach to customer success, leveraging your expertise to troubleshoot issues and promote product adoption. You will manage inquiries, conduct check-ins, and collaborate with cross-functional teams to ensure customer satisfaction. Join a vibrant company known for its rapid growth and commitment to customer care, where your contributions will directly impact client success and retention.

Qualifications

• 1-3 years in customer service/support with software clients.
• Strong internal and external communication skills, detail-oriented.

Responsibilities

• Handle incoming customer requests via email, tickets, and calls.
• Schedule quarterly check-ins with customers to communicate best practices.

Skills

Customer Service

Communication Skills

Sales Acumen

Time Management

Problem Solving

Education

Bachelor’s Degree or Equivalent Experience

Tools

CRM Software

Email Deliverability Tools

Job description

Thank you for taking the time to visit our job board and your interest in a career with Validity!

Associate Customer Success Manager

Uxbridge, Greater London, United Kingdom

About the Role

Validity is looking for an Associate Customer Success Manager to join our team in our Uxbridge office! The ACSM is responsible for creating and nurturing relationships with a set of customers, supporting them with their email programs, and troubleshooting email deliverability issues by leveraging Validity’s Everest and Certification solutions.

The ACSM provides ongoing proactive and reactive support to our Center of Excellence Community, managing customer requests through a team of Community CSMs via a queue.

Typical daily activities include managing customer inquiries, providing guidance, solving issues, and proactively reaching out with relevant content and check-ins. The goal is to add value, enable customer success, and foster long-term relationships.

This is a hybrid role requiring work 3 days per week in our Uxbridge office (Uxbridge town center).

Team Dynamic

We seek a positive, driven candidate with a customer-first mentality. The role requires teamwork, effective communication, and a proactive approach to customer success, leveraging your email industry expertise to promote product adoption and retention.

Position Duties and Responsibilities

1. Handle incoming customer requests via email, tickets, and calls, ensuring prompt follow-up.
2. Route inquiries outside the team scope appropriately, owning customer interactions and resolutions.
3. Schedule and conduct quarterly check-ins with customers to communicate best practices and successes.
4. Execute proactive communication plans to address trends, feature updates, and recurring challenges.
5. Understand customer organizational structures to provide tailored guidance on using Validity’s solutions.
6. Demo new product features and showcase value through metrics.
7. Maximize product usage and identify new use cases for customer benefit.
8. Collaborate with Sales, Support, Marketing, Product, and Executive teams to champion customer needs.

Required Experience, Skills, and Education

• 1-3 years in customer service/support with software clients, excellent communication skills.
• Sales acumen for supporting upsell/cross-sell efforts, and business analysis skills.
• Self-motivated, good time management, quick rapport building.
• Ability to thrive in a fast-paced environment.
• Passion for customer care and retention.
• Strong internal and external communication skills, detail-oriented, curious.
• Participation in cross-functional process improvement projects.
• Consistent achievement of goals and positive customer feedback.

Preferred Experience, Skills, and Education

• Bachelor’s degree or equivalent experience.
• Experience with email deliverability, CRM, or SaaS is a plus.

About Validity

For over 20 years, Validity has provided solutions trusted by organizations worldwide for targeted, engaging, and retaining customers, with flagship products like Everest, DemandTools, BriteVerify, and GridBuddy Connect. Our company is known for rapid growth, top-tier investments, and a vibrant work culture.

Headquartered in Boston, with offices in Denver, London, Sao Paulo, and Sydney, we invite you to connect with us on LinkedIn, Instagram, and Twitter.

Equal Opportunity Employer

Validity is committed to equal employment opportunities and prohibits discrimination based on race, color, religion, gender, age, disability, and other protected characteristics under applicable law.

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