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.

• 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.

• 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).

• 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.