The Customer Success Manager will drive product adoption for strategic clients, manage relationships, and ensure successful outcomes through data insights and collaboration with internal teams.
About the Role
We are seeking a dynamic and experienced Customer Success Manager who will act as a strategic partner to our clients: owning product adoption, driving measurable outcomes, and building long-term, trusted relationships. This role is crucial in ensuring our customers derive maximum value from our products, achieve their business objectives, and remain engaged advocates of Validity’s solutions.
As a key member of our Customer Success team, you will manage a portfolio of clients, guiding them through every stage of the post-sale lifecycle - from adoption to expansion. You’ll collaborate closely with cross-functional teams including Account Management, Product, and Support to ensure your clients are not just satisfied, but successful.
Team Dynamic
You’ll be joining a customer-centric organization that values strategic thinking, autonomy, and continuous growth. If you’re passionate about helping clients succeed and thrive in a collaborative environment where your voice and impact matter - this is the role for you.
Position Duties and Responsibilities
Salary range $70,000 - $80,000 plus benefits, bonus opportunities and stock options. Final salary may vary depending on skills, location, and/or experience.
#li-hybrid
We are seeking a dynamic and experienced Customer Success Manager who will act as a strategic partner to our clients: owning product adoption, driving measurable outcomes, and building long-term, trusted relationships. This role is crucial in ensuring our customers derive maximum value from our products, achieve their business objectives, and remain engaged advocates of Validity’s solutions.
As a key member of our Customer Success team, you will manage a portfolio of clients, guiding them through every stage of the post-sale lifecycle - from adoption to expansion. You’ll collaborate closely with cross-functional teams including Account Management, Product, and Support to ensure your clients are not just satisfied, but successful.
Team Dynamic
You’ll be joining a customer-centric organization that values strategic thinking, autonomy, and continuous growth. If you’re passionate about helping clients succeed and thrive in a collaborative environment where your voice and impact matter - this is the role for you.
Position Duties and Responsibilities
- Own the post-sale relationship for a portfolio of strategic accounts, focusing on product usage, adoption, and value realization
- Serve as a trusted advisor, deeply understanding each client’s business model, goals, and success metrics
- Proactively manage the client journey through regular business reviews, success planning, and strategic consultation
- Leverage data insights to tell compelling stories, identify trends, and drive adoption through tailored recommendations
- Actively contribute to product and process improvements by surfacing client feedback and collaborating with internal teams
- Collaborate in building strong multi-threaded relationships across client organizations, from end-users to executive stakeholders
- Identify opportunities to support account growth and expansion in collaboration with the Account Manager
- Serve as the internal voice of the customer, championing their needs across departments to drive satisfaction and retention
- Ensure consistent, high-quality follow-through on customer issues and act with urgency to resolve any blockers to success
- 3+ years of experience in a Customer Success, Account Management, or related SaaS client-facing role
- Proven ability to drive product adoption and customer outcomes in a B2B technology environment
- Strong consultative and communication skills, including experience leading client calls and executive briefings
- Comfortable with interpreting data and KPIs to inform strategy and client discussions
- Demonstrated success managing multiple clients in a fast-paced environment, balancing competing priorities with ease
- Experience collaborating cross-functionally to deliver a seamless customer experience
- Strong business acumen and the ability to align product features to customer goals
- Proactive, self-starter attitude with a passion for building long-term relationships and delivering value
- History of consistently achieving/surpassing goals in terms of metrics and customer feedback/advocacy
- Ability to work 3 days per week (Tuesday, Wednesday, and Thursday) in the team's Boston, MA (Financial District) office
- Bachelor’s degree
- Customer-facing SaaS experience
- Familiarity with CRM data industry best practices
- Knowledge of Salesforce CRM application, including data structure and API integration
- Salesforce Administrator Certification
Salary range $70,000 - $80,000 plus benefits, bonus opportunities and stock options. Final salary may vary depending on skills, location, and/or experience.
#li-hybrid
Validity Inc. Boston, Massachusetts, USA Office
100 Summer St, Suite 2900, Boston, Massachusetts, United States, 02110 2106
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