# Jason Valentine Jason Valentine is a remote worker on Himalayas, Senior Director, Customer Success & Support at Litify, based in United States. Source: https://himalayas.app/@jasonvalentine ```text Customer Success and Support leader at Litify who launched LSAP Flex, generating $30,000 in one-time revenue. ``` | Detail | Value | | --- | --- | | Availability | Looking for a job | | Location | United States | | Authorized to work in | United States | | Salary expectations | 120k+ USD | | Job categories | Customer Success Director, Support Manager, Customer Support Director | | Skills | Customer Success, Customer Support, Managed Services, Support Engineering, AI Powered Support, Capacity Planning, Volume Forecasts, Escalation Management, Critical Incident Management, SLA Management, Customer Satisfaction (CSAT) Reporting, NPS Reporting, Quality Management, Case Review, Queue Management | ## About ```text 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 ### Senior Director, Customer Success & Support (current) [Litify](https://himalayas.app/companies/litify). Jan 2025 - Present ```text 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. ``` Skills: AI-Powered-Support, Salesforce, Capacity-Planning, Escalation-Management, KPI-Reporting, Quality-Management, Slack, Claude, Jira-Service-Management ### Director, Support Engineering [Litify](https://himalayas.app/companies/litify). Jan 2022 - Jan 2025 ```text 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. ``` Skills: Salesforce-Service-Cloud, Team-Leadership, Onboarding, Critical-Incident-Management, Process-Improvement, Zendesk ### Premier Services Manager TargetX. Aug 2020 - Jan 2022 ```text 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. ``` Skills: Team-Leadership, Customer-Success, Salesforce, Training, SLA-Management ### Premier Services Specialist TargetX. May 2020 - Aug 2020 ```text 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. ``` Skills: Salesforce, TargetX, Solution-Delivery, client-support ### Senior Director, Recruiting & Admissions Columbia College. Aug 2018 - May 2020 ```text 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%. ``` Skills: Strategic-Leadership, Salesforce, TargetX, CRM, SMS-Marketing, predictive-modeling ### Assistant Director, Admissions Contact Center & SRM Columbia College. Mar 2017 - Aug 2018 ```text 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. ``` Skills: Contact-Center-Management, Team-Leadership, Salesforce, TargetX, Telephony, Chat ### Assistant Director, Student Relationship Management Columbia College. Nov 2013 - Mar 2017 ```text 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. ``` Skills: CRM, Salesforce, TargetX, Marketing-Cloud, Common-Application, Data-Analysis ### Client Services Manager, Financial Aid Columbia College. Nov 2012 - Nov 2013 ```text Promoted from Senior Financial Aid Coordinator, leading a team of four. Developed and instituted training plans for campuses, including monthly webinars. ``` Skills: Financial-Aid, Team-Leadership, Training, Webinars ### Senior Financial Aid Coordinator Columbia College. Jul 2011 - Nov 2012 ```text 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. ``` Skills: Financial-Aid, Federal-Regulations, Student-Information-System ### Financial Aid Coordinator Columbia College. Jan 2010 - Jul 2011 ```text Coordinated financial aid processes and supported students with financial aid applications and compliance. ``` Skills: Financial-Aid, Student-Support, Compliance ## Education ### Salesforce Salesforce Agentforce Specialist, Salesforce Agentforce. 2026 - 2026 ```text Salesforce Agentforce Specialist certification obtained in 2026. ``` ### PeopleCert ITIL Foundation Certificate, IT Service Management. 2024 - 2024 ```text ITIL Foundation Certificate obtained in 2024. ``` ### Salesforce Salesforce Certified Administrator, Salesforce Administration. 2020 - 2020 ```text Salesforce Certified Administrator certification obtained in 2020. ``` ### Columbia College Master of Business Administration, Business Administration. 2015 - 2018 ```text Master of Business Administration degree from Columbia College, completed from 2015 to 2018. ``` ### Columbia College Bachelor of Arts, Management. 2004 - 2009 ```text Bachelor of Arts in Management from Columbia College, completed from 2004 to 2009. ``` ## Tech stack - Salesforce Sales Cloud - Zendesk - Mongoose - Salesforce Marketing Cloud - Claude To contact Jason, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire). ## People also viewed - [Todd Jacobsen](https://himalayas.app/@toddjacobsen): Head of Customer Success, Asset Class - [Patrick Hagerty](https://himalayas.app/@patrickhagerty): Director, Customer Support, Epicor Software - [Sarah Taylor](https://himalayas.app/@sarahtaylor2): Manager, School Solutions, Varsity Tutors (Nerdy, Inc.) - [Adam Smith](https://himalayas.app/@adamsmith8): Director, Customer Support, GrowthZone Inc. - [Brad Bornmann](https://himalayas.app/@bradbornmann): Senior Customer Support Manager, Leasecake, Inc - [Anissa Comonte-Moret](https://himalayas.app/@anissacomonte-moret): Associate Director, CX Operations & Enablement, Olo - [Oghoreye Ekhaguere](https://himalayas.app/@oghoreyeekhaguere): Customer Success & Partnership Manager, College Direct Plus LLC - [Ovidio Bravo](https://himalayas.app/@ovidiobravo): Loan Requisition File Coordinator, Flagstar Bank - [Stacy Strackovska](https://himalayas.app/@stacystrackovska): Senior Director, Global Operations & Coordinator Experience, College Board - [Christopher Nordman](https://himalayas.app/@christophernordman): Head of Customer Success, ContractSafe