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Validity Customer Success Manager - Email in Boston, Massachusetts

About the Role

The Customer Success Manager - Email (CSM) is responsible for creating and nurturing relationships with a set of customers and for ensuring those customers achieve their goal outcomes. You will be part of a team of CSMs, managing your own book of business, and focusing on the retention of your customer base. Each day will vary, but you can expect a typical day to consist of client calls, internal training or updates, problem-solving any client issues, and reviewing client use cases to formulate strategic client recommendations and best practice solutions.

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 a team player who can work well with others with a “get the job done” mentality.

Position Duties and Responsibilities

  • Manages a book of business, continually meets role standards, and partners closely with the 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.

  • Conduct ongoing client meetings to communicate best practices, successes, and data results; facilitate business reviews.

  • Responsible for recurring, proactive quarterly outreaches to client book of business.

  • Provide guidance on Validity tools and advise on their key features and functionality to make strategic recommendations.

  • Comfortable with face-to-face meetings; agenda, preparation, and all necessary follow-up.

  • Can use data to tell a story and so can 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.

  • Possesses active listening skills to uncover potential areas of opportunity within an account.

  • Passion for customer care and a focus on customer retention and outcomes.

    Required Experience, Skills, and Education

  • Experience in a client service role forming strong client relationships while demonstrating analytical and problem-solving skills

  • Customer-facing SaaS experience

  • Great communication skills both with internal and external customers

  • Detail-oriented and curious, enjoys helping others and learning from others

  • Self-motivated and organized, with good time-management skills

  • History of consistently achieving/surpassing goals in terms of metrics and customer feedback/advocacy

    Preferred Experience, Skills, and Education

  • Bachelor’s degree

  • Knowledge of Salesforce CRM application, including data structure and API integration

  • Salesforce Administrator Certification

    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 – Everest ( , DemandTools ( , BriteVerify ( , and GridBuddy Connect ( – 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, a winning culture, and a work environment that fosters hard work, trust, and fun.

    Headquartered in Boston, Validity has offices in Tampa, Denver, London, Paris, 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 equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

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