Customer Success Manager

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

• 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

Required Experience, Skills, and Education

• 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 (Tuesdays, Wednesdays, and Thursdays) in our Broomfield, CO office

Preferred Experience, Skills, and Education

• 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 $60,000 - $75,000 plus benefits, bonus opportunities and stock options. Final salary may vary depending on skills, location, and/or experience.