Associate Customer Success Manager

About the Role

Validity is looking for an Associate Customer Success Manager to join our team in our Uxbridge office! The ACSM is responsible for creating and nurturing relationships with a set of customers, supporting them with their email programs and helping them troubleshoot any email deliverability issues they are facing by leveraging Validity’s Everest and Certification solutions.

The ACSM is responsible for delivering ongoing proactive and reactive support to our Center of Excellence Community. The “Center of Excellence Community” refers to the customers part of our Center of Excellence team book of business; their requests are managed through a team of Community CSMs via a queue.

Each day will vary, but the ACSM can expect a typical day to consist of:

1. Managing the incoming customer enquiries alongside our other ACSMs by providing general guidance and instructions to customers, solving customer issues.
2. Proactively reaching out to customers with relevant content and periodic check-ins.

The end goal is to provide additional value to our customers via our solutions, enable them to achieve their goals, and nurture a long-term relationship.

This is a hybrid office-based position requiring work 3 days per week in the team\’s Uxbridge office (Uxbridge town center) location.

Team Dynamic

We are looking for a candidate who is positive, driven, and has a customer-first mentality. The candidate must be a team player, as this team’s success requires working closely with the other Community CSMs to manage incoming customer enquiries, a great amount of communication with other teams, whilst maintaining high service standards and customer satisfaction. We are looking for 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 product adoption and customer retention.

Position Duties and Responsibilities

• Responsible for fielding incoming customer requests and questions via email, tickets, and calls and follow up on all actions agreed with the customer promptly.
• Effectively manage customer inquiries that are outside of team scope, ensuring properly routed to the right team and issues are addressed in a timely manner, ultimately owning customer interaction and resolution.
• Proactively schedule quarterly check-ins with an assigned group of customers, conducting client meetings to communicate best practices, successes, and data results.
• Proactive outreach at scale – help produce and execute a proactive communication plan to customers with “reasons to call” topics that represent specific trends, new/changing requirements, promote new features, or address recurring challenges to ensure the outreach is meaningful and customers derive value.
• Proactive outreach relevance – work to understand how our products best support customers depending on their organizational structure, business model, and email and data goals to provide quick and efficient guidance and recommendations to effectively use the Validity tools and solutions at scale.
• Understand and demo new product releases/features to customers and provide customers with metrics to showcase value over time.
• Ensure stickiness by ensuring the product is used to its fullest capacity and new use cases are identified.
• Work closely with Sales, Support, Marketing, Product, and Executive teams as the internal champion for customers.

Required Experience, Skills, and Education

• 1-3 years in a customer service/support role, managing customer inquiries in a fast-paced environment with a large software customer base. Excellent communication 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 adapt 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.
• 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 would be a plus.
• Previous knowledge or experience in CRM or SaaS is a plus.

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, 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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