Client Success Director

Digital Envoy; Peachtree Corners (GA); Remote; USD 80,000 - 120,000; Full time

Job summary

An innovative company is seeking a Client Success Director to enhance customer satisfaction and drive account growth. This remote role offers the opportunity to manage key accounts, collaborate with cross-functional teams, and develop strategic solutions to meet client needs. With a focus on building strong relationships and leveraging technology, you'll play a crucial role in ensuring client success. Join a dynamic team that values diversity and inclusion while making a significant impact in a growing company. If you are passionate about customer success and thrive in a collaborative environment, this is the perfect opportunity for you.

Benefits

Medical, Dental, and Vision insurance

Paid holidays and unlimited PTO

401(k) plan with employer match

Competitive salary and bonus program

Opportunity to make a significant impact

Qualifications

• 10-15 years in customer success or related roles in technology.
• Experience managing business portfolios over $20M.

Responsibilities

• Manage accounts, provide strategic recommendations, and secure renewals.
• Analyze customer churn and develop strategies to win back lost customers.

Skills

Customer Success Management

Account Management

Sales Collaboration

Communication Skills

Problem Solving

Time Management

Relationship Building

Technical Troubleshooting

Tools

Salesforce

Zendesk

Gainsight

ChurnZero

Job description

Digital Envoy (DE) is a leader in geolocation and VPN data with over 23 years of experience serving customers across various industries such as Streaming Media, Ad Tech, Cybersecurity, E-commerce, and Data Analytics. Our core product, IP address geolocation, powers clients like Netflix, Hulu, Trade Desk, PayPal, AWS, and Apple. Our VPN and Proxy data, combined with accurate IP geolocation, helps companies detect malicious activities for threat intelligence, authentication, and digital privacy.

We are seeking a full-time Client Success Director to support our Client Success team. The role involves handling inbound customer inquiries, collaborating with Engineers on technical issues, and proactively enhancing client satisfaction with our products. You will become a product expert and work cross-functionally with Marketing, Product, and Engineering teams.

This position is remote and open to candidates in the following states: California, Colorado, Connecticut, Florida, Georgia, Kentucky, Louisiana, Massachusetts, Michigan, New York, New Jersey, Pennsylvania, Tennessee, Texas, Virginia, Washington.

Georgia residents are encouraged to join us a few days per week at our Peachtree Corners office.

Please note, we are not sponsoring visas for this role at this time.

WHAT YOU’LL DO:

1. Manage accounts across multiple products, providing strategic recommendations, and securing renewals and upsells.
2. Track account health in Salesforce to identify churn risks and collaborate with Sales and Marketing on engagement strategies.
3. Analyze reasons for customer churn and develop strategies to win back lost customers.
4. Provide exceptional customer service and advocate for customer needs with Engineering and Product teams.
5. Develop deep product knowledge and proactively engage customers with relevant features to help achieve their business goals.
6. Enhance team scalability by developing documentation and refining workflows.
7. Coordinate with Engineering to troubleshoot technical issues and keep clients informed during resolution.

WHAT WE OFFER:

• Competitive salary and bonus program
• Medical, Dental, and Vision insurance
• Paid holidays and unlimited PTO
• 401(k) plan with employer match
• Opportunity to make a significant impact in a growing company

Founded in 1999, Digital Envoy pioneered privacy-sensitive IP geolocation and IP intelligence, enabling businesses to leverage location data for critical applications. Our three business units—Digital Element, Digital Resolve, and Outlogic—serve diverse needs in geolocation, cybersecurity, and disruptive tools for retail, real estate, and financial markets.

We value diversity and inclusion, and all employees must be authorized to work in the U.S. Digital Envoy is an equal opportunity employer, committed to a nondiscriminatory workplace.

Requirements

WHO YOU ARE:

• 10-15 years of experience in customer success, support, account management, or related client-facing roles in technology.
• At least 8 years of experience partnering with sales teams and managing internal relationships.
• Experience managing business portfolios over $20M.
• Collaborative, empathetic, and passionate about customer success.
• Self-motivated, proactive, and able to work independently.
• Highly organized with excellent attention to detail and time management.
• Strategic problem solver with troubleshooting skills.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building abilities.
• Experience or interest in startup environments.
• Familiarity with CRM or ticketing systems like Salesforce and Zendesk.
• Basic knowledge of geolocation technologies is a plus.
• Experience with Customer Success Software such as Gainsight or ChurnZero is a plus.