Associate Customer Success Manager

​​About the Role​ 

​​As an Associate Customer Success Manager (ACSM) at Validity, you are responsible for creating and nurturing relationships with a set of customers and for ensuring those customers achieve their business outcomes. In this role, you will manage a portfolio of client accounts and work closely with them to design and implement strategies that optimize their success with Validity’s tools and services. 

​The Customer Success team plays an important role in driving client engagement while supporting Validity in achieving its retention and growth goals. As an ACSM, you are expected to act as a trusted advisor, building consultative relationships with clients and guiding them toward achieving their business goals. 

​​Team Dynamic​ 

​​As an ACSM in Validity, you will be part of a dynamic, energized, and super collaborative team that works with some of the important brands. 
​An ACSM’s day-to-day is divided between direct interactions with customers and internal collaboration to ensure Validity consistently delivers the value our clients expect when partnering with us. This involves frequent customer touchpoints, including meetings, follow-up conversations, and proactive outreach. To prepare for these interactions, CSMs spend time analyzing data, creating materials, and tailoring insights to each customer’s business goals. 
​Beyond customer engagement, a part of the role is coordinating with adjacent teams across Validity to align on account strategy and the specific actions being taken for each client. ​This combination of external and internal responsibilities makes the role highly dynamic, fast-paced, and one that requires strong time management skills and sharp prioritization.​ 

​​Position Duties and Responsibilities​ 

• Collaborate closely with internal stakeholders to deliver world-class client experience across your Book of Business. 
• ​Build consultative relationships with clients by understanding their organizational structure, business model, and strategic goals, ensuring optimal use of Validity tools and solutions. 
• Develop and execute Customer Success plans, providing proactive guidance and technical support tailored to each account. 
• Define and implement best practices to improve deliverability, data quality, and overall program performance. 
• Drive product adoption and engagement through regular client interactions, including calls, reports, and tailored recommendations. 
• ​Lead ongoing client meetings to share insights, successes, and performance metrics, while facilitating strategic business reviews in partnership with Account Managers. 
• Serve as a product expert, advising clients on features, functionality, and use cases that align with their business objectives. 
• ​Leverage the full Validity product suite and competitive positioning to demonstrate value and identify opportunities for growth. 
• Analyze and translate data into actionable insights, crafting clear narratives that highlight challenges, successes, and recommended strategies. 
• Prepare and deliver Quarterly and Annual Business Reviews (QBRs/ABRs) in collaboration with the broader relationship team. 
• Act as the voice of the customer internally, sharing feedback and insights with Product, Engineering, and other cross-functional teams to drive continuous improvement.​

​​Required Experience, Skills, and Education​ 

• ​​1-2 years of experience in a Customer Success role, managing a Book of Business and building strong client relationships while applying analytical and problem-solving skills. 
• Proven ability to collaborate cross-functionally to resolve issues, identify opportunities, and improve client experience. 
• ​Strong interpersonal and communication skills, with the ability to engage a diverse range of clients in a professional and credible manner. 
• Excellent listening skills to uncover client needs and identify areas for growth within accounts. 
• Demonstrated capacity to quickly learn and adapt to new business models, industries, and technologies. 
• Strong organizational skills with the ability to prioritize effectively, manage multiple tasks simultaneously, and balance short- and long-term objectives. 

​​Preferred Experience, Skills, and Education​ 

• ​Email Deliverability experience a plus 
• ​Previous knowledge of Salesforce CRM application including data structure and API integration, Salesforce Administrator Certification a plus.​