Associate Customer Success Manager

About the Role
As Associate Customer Success Managers (ACSMs) at Validity, you are responsible for ensuring our clients achieve maximum value and success by delivering a world-class customer experience. 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 LATAM you will be part of a dynamic, energized and super collaborative team that works with some of the biggest brands in the region.

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.
• Fluency in English and Portuguese required.

Preferred Experience, Skills, and Education

• Knowledge in the email or digital marketing industry.
• Knowledge of and experience with Salesforce CRM.
• Fluent Spanish.
• Degree in Advertising and Marketing, Engineering, International Relationship or Business Management.

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 Denver, London, Sao Paulo, and Sydney. For more information, connect with us on LinkedIn, Instagram, and Twitter.

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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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