Customer Success Manager

Validity; Boston (MA); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Stock options

Bonus opportunities

Benefits

Job summary

Validity is seeking a Customer Success Manager to join our Boston, MA office. The CSM will nurture relationships with a defined set of customers and ensure they achieve their goals using our email solutions. You will deliver proactive and reactive service to drive adoption, retention, and long-term value.

The role emphasizes clear communication, data-driven guidance, and cross-functional collaboration to maximize customer success across the book of business.

Qualifications

• 3-5 years in a customer service/support role or customer success, with a focus on software.
• Strong communication and presentation abilities to engage diverse stakeholders.
• Ability to analyze data and translate insights into action for account growth.
• Self-motivated, proactive, and capable of building relationships quickly.

Responsibilities

• Manages a book of business, maintains strong relationships with customers, and partners with the Account Team to retain customers.
• Oversees technical account planning and ongoing management of account issues.
• Understands client structure, business model, and goals to drive value from our solutions.
• Leads client meetings to share best practices, data results, and strategic recommendations.
• Supports cross-functional teams to ensure successful adoption and renewals.
• Utilizes data storytelling to identify opportunities and deliver actionable guidance.
• Fosters long-term relationships and identifies new use cases to increase stickiness.

Skills

Customer relationship management

Excellent communication

Presentation skills

Sales acumen

Time management

Team collaboration

Education

Bachelor’s degree or equivalent years of relevant experience

Job description

About the Role

Validity is looking for a Customer Success Manager to join our team in our Boston, MA office. The CSM is responsible for creating and nurturing relationships with a set of customers and for ensuring those customers achieve their goal outcomes. The CSM is responsible for delivering ongoing proactive and reactive service for a dedicated book of business from our customer base. The end goal is to help customers extract value from our solutions, achieve their goals and nurture a long-term relationship.

Team Dynamic

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.

Position Duties and Responsibilities

• 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 stickinessby ensuring the product is used to its fullest capacity and new use cases are identified.

Required Experience, Skills, and Education

• 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 adopt 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 Experience, Skills, and Education

• 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.

About Validity

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.

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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