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Jason Valentine

@jasonvalentine

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Customer Success and Support leader at Litify who launched LSAP Flex, generating $30,000 in one-time revenue.

United States

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At Litify, I lead Support Engineering and the Litify Success & Acceleration Program, a combined team of 20. I created LSAP Flex, which generated $30,000 in one-time revenue in its first nine months, and exceeded the 2025 annual revenue goal by 15%.

I’ve also led AI-driven support initiatives, including case summarization and resolution suggestions, reducing resolution time by 12 hours. Before Litify, I developed support, admissions, and CRM teams and systems at TargetX and Columbia College, including a predictive model and scholarship structure that increased matriculation by 7%.

Experience

Work history, roles, and key accomplishments

Current

Senior Director, Customer Success & Support

Current

Litify

Jan 2025 - Present (1 year 10 months)

Leads Support and Managed Services organization of 20, driving AI-driven support strategies and capacity planning. Achieved 95.5% retention, 5/5 CSAT, and increased ARR from $1.1M to $1.4M.

AI Powered Support

Salesforce Capacity Planning Escalation Management KPI Reporting Quality Management Slack Claude Jira Service Management

Director, Support Engineering

Litify

Jan 2022 - Jan 2025 (3 years)

Expanded support team from 5 to 12, implemented tiered support structure and Salesforce Service Cloud. Achieved best-in-class SLA over 97% and CSAT 4.97/5.

Salesforce Service Cloud Team Leadership Onboarding

Critical Incident Management

Process Improvement Zendesk

Premier Services Manager

TargetX

Aug 2020 - Jan 2022 (1 year 5 months)

Promoted from Specialist to Manager, expanded team from four to eight, and increased CSAT from 4.1/5 to 4.9/5. Led team through acquisition by Liaison International.

Team Leadership Customer Success Salesforce Training SLA Management

Premier Services Specialist

TargetX

May 2020 - Aug 2020 (3 months)

Assisted clients with growth and expansion of their Salesforce/TargetX org and overall system knowledge. Built, tested, and delivered solutions based on client business processes.

Salesforce

TargetX

Solution Delivery

client support

Senior Director, Recruiting & Admissions

Columbia College

Aug 2018 - May 2020 (1 year 9 months)

Led strategic direction of newly created division, implemented SMS texting software, expanded Salesforce/TargetX CRM to other divisions, and increased dual credit options by 70%.

Strategic Leadership Salesforce

TargetX

CRM SMS Marketing predictive modeling

Assistant Director, Admissions Contact Center & SRM

Columbia College

Mar 2017 - Aug 2018 (1 year 5 months)

Led implementation of new contact center, restructured team from 10 to 18, and oversaw turnaround of declining metrics. Selected and implemented website chat and telephony software.

Contact Center Management

Team Leadership Salesforce

TargetX

Telephony Chat

Assistant Director, Student Relationship Management

Columbia College

Nov 2013 - Mar 2017 (3 years 4 months)

Oversaw CRM system, led team of four, and implemented new CRM, marketing tool, and application tool. Redesigned admission forms, increasing submission rates by 18% year-over-year.

CRM Salesforce

TargetX

Marketing Cloud

Common Application

Data Analysis

Client Services Manager, Financial Aid

Columbia College

Nov 2012 - Nov 2013 (1 year)

Promoted from Senior Financial Aid Coordinator, leading a team of four. Developed and instituted training plans for campuses, including monthly webinars.

Financial Aid

Team Leadership Training Webinars

Senior Financial Aid Coordinator

Columbia College

Jul 2011 - Nov 2012 (1 year 4 months)

Selected to learn and improve process to bring federal financial aid data into Student Information System. Followed federal regulations applicable to financial aid and privacy.

Financial Aid

Federal Regulations

Student Information System