Sr. Customer Success Manager

About the Role

Are you a customer success professional who’s passionate about driving long-term value and serving as a trusted advisor? Validity is looking for a highly skilled and proactive Senior Customer Success Manager (Sr. CSM) to manage our most complex client base and accelerate adoption of the Validity product suite.

This role is for an experienced professional who not only excels at client relationship management and strategic account planning but is also positive, driven, and an exceptional team player.

Team Dynamic

At Validity, you will be part of a collaborative, high-performing team that values expertise, mentorship, and driving real customer value. This is a chance to step into a leadership-focused, Sr. CSM role, directly influencing our product and mentoring the next generation of Customer Success professionals.

Position Duties and Responsibilities

Client Strategy & Execution

• Serve as the primary point of contact, managing escalations, and cultivating customer relationships to become a trusted advisor.

• Understand client organizational structure, business models, and goals to ensure our solutions exceed their expectations.

• Conduct ongoing client meetings and business reviews, delivering tailored recommendations, data results, and recommendations for the Validity product suite.

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

• Ensuring clear, proactive agendas, thorough preparation, and timely follow-up.

Data Analysis & Outcomes

• Translate data from Validity tools to identify issues and make recommendations to improve performance outcomes.

• Consistently achieve and surpass goals related to retention metrics and customer feedback/advocacy.

Leadership & Internal Impact

• Collaborate closely with Support, Engineering and Product teams as a liaison to diagnose pain points and influence future platform functionality.

• Drive efficiency, question current processes, suggest improvements, and serve as the knowledge center for the team.

• Mentor newer CSMs, providing guidance, technical feedback, and sharing best practices (e.g., shadow calls).

Required Experience, Skills, and Education

• 5-10 years' experience as a Customer Success Manager, ideally in a SaaS environment, with a demonstrable track record of success

• Proven experience managing a complex client base and interacting with key stakeholders up to the C-level.

• Deep knowledge and proficient usage of internal and management tools (e.g., ChurnZero, Salesforce).

• Exceptional written and verbal communication skills, able to articulate complex concepts clearly and pivot in the moment.

• Self-motivated with outstanding organizational, prioritization, and time management skills.

• Passionate for Customer Care: Driven by Customer Success fundamentals and delivering outcome-focused, best-in-class care.

• Proactive & Curious: High level of curiosity, self-learner, and always takes ownership and initiative.

• Stakeholder Management: Skilled at navigating complex client infrastructure and effectively engaging with internal stakeholders (Product, Leadership) to solve issues.

• Technical Acumen: Deep working knowledge of the Validity product suite. Prior knowledge of email deliverability, CRM applications, data structure, API integration, and ESP workflows is a significant plus.

Salary range $90,000 - $110,000 plus benefits, bonus opportunities 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 – Everest, DemandTools, BriteVerify, a nd 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 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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