Customer Success ProgramValidMind Customer Success Program Overview

Last updated: June 12, 2025 

ValidMind's Customer Success program partners with our clients to support them throughout their journey with our platform.  Each client is supported by an expert team consisting of a Customer Success Architect (CSA), a Customer Success Manager (CSM), and, for clients with customer-managed environments, a Customer Success Field Engineer (CSFE).

Onboarding

The onboarding experience is customized to each client's specific needs and operational structure. The process begins with a kickoff planning session to align on goals, expectations, and implementation strategy.

  • Configuration Planning & Execution: The CSA collaborates with the client to configure the platform, including templates, workflows, users, roles, and permissions, based on the client's governance structure.
  • Kickoff Workshop: A virtual session that introduces the platform's capabilities and can be customized to areas of client interest.
  • Training: Three core instructor-led virtual training courses are available for Developers, Validators, and Administrators. Additional training can be arranged based on need.
  • Management & Oversight: The assigned CSM manages and monitors the onboarding milestones to ensure successful adoption.

Enablement

Enablement ensures continued growth and operational confidence after onboarding. Enablement is based on Office Hours and includes:

  • Standing Agenda: Each Office Hour (1 hour) session opens with a 10-minute review of follow-ups or platform issues from the previous session.
  • Interactive Discussions: The remainder of the session includes deeper topic exploration, live Q&A, screen sharing, and hands-on troubleshooting.
  • Flexible Scheduling: Sessions are scheduled at a mutually agreed-upon time and can be tailored to different client divisions or user groups.
  • Self-Paced Learning: ValidMind Academy also offers self-paced learning courses that overlay on the live platform to enhance the user experience.

Enrichment

Enrichment activities ensure customers stay informed and maximize the value of ongoing ValidMind platform updates.

  • Product Updates & Feature Awareness: The CSA and CSM deliver relevant, role-specific updates when new features or platform changes are released during Office Hours sessions.
  • Virtual Enrichment Sessions: These one—to two-hour updates are scheduled in alignment with the client’s planning calendar and designed in collaboration with the client team to ensure relevance and engagement.

All Customer Success onboarding, enablement, and enrichment activities are included as part of the ValidMind subscription license. Onboarding occurs once at the beginning of the engagement; enablement and enrichment continue throughout the subscription lifecycle. Additional training or enrichment sessions can be scheduled at any time upon mutual agreement.