Customer Success Manager

Validity•Boston, MA

19d•$70,000 - $95,000•Onsite

About The Position

Validity is seeking a Customer Success Manager to join its team in the Boston, Massachusetts office. The CSM creates and nurtures relationships with a dedicated book of customers and helps ensure they achieve their desired outcomes. The role delivers proactive and reactive service, helping customers realize value from Validity’s solutions, meet their goals, and build long-term relationships. The CSM works closely with account teams and cross-functional colleagues to support customer engagement, adoption, satisfaction, and retention. This includes technical account planning and issue management, understanding customers’ organizations and business goals, guiding customers on Validity tools and features, and using data to identify issues and recommend best practices. The position also involves conducting client meetings and business reviews, supporting expansion opportunities, contributing to process-improvement projects, and sharing knowledge with other CSMs.

Requirements

3–5 years of experience in a customer service or support role managing customer inquiries in a fast-paced environment with a large software customer base.
Excellent communication and presentation skills.
Sales acumen and ability to work closely with account executives on upsell and cross-sell efforts.
Ability to conduct business analysis and ask questions that reveal how offerings can be adapted to customer needs.
Self-motivated, success-driven, and able to manage time effectively.
Ability to build rapport quickly and develop strong, productive working relationships.
Ability to thrive in a fast-paced environment.
Passion for customer care and a focus on customer retention and outcomes.
Strong internal and external communication skills.
Detail-oriented and curious, with an interest in helping and learning from others.

Nice To Haves

Bachelor’s degree or equivalent years of relevant experience.
Email deliverability experience.
Previous knowledge of Salesforce CRM, including its data structure and API integration.
Salesforce Administrator Certification.

Responsibilities

Manage a book of business, meet role standards, and partner closely with the Account Team to engage and retain customer relationships.
Handle technical account planning and ongoing technical management of specific account issues.
Understand clients’ organizational structures, business models, and goals to help them use Validity solutions effectively.
Conduct ongoing client meetings, communicate best practices, successes, and data results, and facilitate business reviews.
Guide clients on Validity tools, features, and functionality, and make strategic recommendations.
Prepare agendas and follow up on face-to-face meetings.
Use data to identify issues, tell a story, find best practices, and recommend solutions.
Build strong client relationships and interact professionally with a range of clients.
Listen actively to uncover opportunities, encourage full product use, and identify new use cases.
Work with account executives to support upsell and cross-sell efforts.
Collaborate with other CSMs to troubleshoot issues and share best practices.
Participate in cross-functional projects to improve processes.
Consistently meet or exceed goals related to metrics and customer feedback or advocacy.