Customer Success Manager

About the Role
Validity is looking for a Customer Success Manager to join our team in our Uxbridge office. The CSM is responsible for creating and nurturing relationships with a set of customers and for ensuring those customers achieve their goal outcomes. The CSM is responsible for delivering ongoing proactive and reactive service for a dedicated book of business from our customer base. The end goal is to make customers extract value from our solutions, achieve their goals and nurture a long-term relationship.
This is hybrid office-based position requiring work 3 days per week in the team's Uxbridge office (Hayes Town) location.
Team Dynamic
We are looking for a candidate who is positive, driven, and has a customer-first mentality. The candidate must be an exceptional team player, as this team’s success requires a great amount of communication with different teams, whilst maintaining high service standards and customer satisfaction. This individual is 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 adoption and customer retention.
Position Duties and Responsibilities

• Manages a book of business, continually meets role standards, and partners closely with 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.
• Conducts ongoing client meetings to communicate best practices, successes, and data results and facilitates business reviews. Provides guidance on the Validity tools and advises on key features and functionality to make strategic recommendations.
• Comfortable with face-to-face meetings, agenda preparation and all follow-up.
• Can use data to tell a story, 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. Active listening skills to uncover potential areas of opportunity within an account. Ensure stickiness by ensuring the product is used to its fullest capacity and new use cases are identified.
• This is hybrid office-based position requiring work 3 days per week in the team's Uxbridge office (Hayes Town) location.

Required Experience, Skills, and Education

• 3-5 years in a customer service/support role, managing customer inquiries in a fast-paced environment with large software customer base. Excellent communication skills 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. Collaborates with other CSMs to troubleshoot new issues and share best practices.
• 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 a plus
• Previous knowledge of Salesforce CRM application including data structure and API integration, Salesforce Administrator Certification a plus.