Client Success Director

Digital Envoy (DE) is the leader in geolocation and VPN data for over 25 years for customers in various verticals - Streaming Media, Ad Tech, Cybersecurity, E-commerce, and Data Analytics. Our core product, IP address geolocation, powers customers like Netflix, Hulu, Trade Desk, PayPal, AWS, Apple, and many others. Our VPN and Proxy data, coupled with accurate IP address geolocation, helps companies determine malicious activity for threat intelligence, authentication, and digital privacy.

Digital Envoy and its subsidiaries are seeking a full-time International Client Success Director to help drive long-term client partnerships, retention, and growth across our customer base. In this role, you will report to the VP, Client Success and work closely with Sales to manage renewals, identify upsell opportunities, and strengthen overall client engagement with the goal of increasing net retention and minimizing churn. You will serve as a trusted advisor to key customers, building strong relationships and ensuring clients realize ongoing value from our products and services.

The ideal candidate is proactive, client-focused, and highly collaborative, with the ability to navigate both strategic business conversations and day-to-day client needs. You will partner cross-functionally with Sales, Product, Marketing, and Engineering teams to advocate for customers, support account growth initiatives, and help deliver exceptional client experience. This role is based near London, UK, with an expectation to work from our shared space 2-3 days per week. Please note, at this time, Digital Envoy is not sponsoring visas for this position.

WHAT YOU’LL DO:

• Manage and grow strategic client relationships across multiple products and use cases, serving as a trusted advisor focused on renewals, upsell opportunities, and long-term partnership growth.
• Monitor account health and engagement metrics to proactively identify retention risks and develop targeted success plans in partnership with Sales and Marketing.
• Lead renewal conversations and collaborate on strategies to increase net retention while minimizing churn across the customer portfolio.
• Analyze churn trends and client feedback to identify opportunities for improved engagement, stronger adoption, and win-back strategies.
• Deliver a high-touch client experience by understanding customer goals, aligning solutions to business needs, and ensuring clients realize ongoing value from our products and services.
• Partner cross-functionally with Sales, Product, Marketing, and Engineering teams to advocate for client needs, share market feedback, and support overall customer satisfaction and growth initiatives.
• Develop a strong understanding of Digital Envoy’s products and solutions to guide clients toward the most relevant capabilities and use cases for their business objectives.
• Contribute to the growth and scalability of the Client Success organization by helping refine internal processes, documentation, and best practices.
• Coordinate with internal technical teams as needed to help facilitate issue resolution and maintain clear, proactive communication with clients throughout the process.

WHO YOU ARE:

• Bachelor’s degree.
• 8+ years of experience in technology-based customer success and support, account management, or other client-facing roles.
• 5+ years of experience partnering with sales teams and fostering internal account-based relationships.
• Experience in managing business books over $20M.
• Collaborative team-first attitude, high level of empathy for helping others, and passion for delivering customer delight.
• Self-starter who takes initiative and demonstrates ability to work independently.
• Organized with high attention to detail and excellent time management skills.
• Strategic problem solver with ability to troubleshoot issues and drive execution for solving customer problems.
• Advanced verbal and written communication skills; ability to communicate credibly, concisely and professionally.
• Excellent interpersonal and relationship-building skills.
• Familiarity and/or desire to work in a startup/small company type-environment.
• Previous experience with CRM or ticketing systems (Salesforce preferred).
• Basic understanding of geolocation technologies is a plus.
• Experience with Customer Success Software (Gainsight/ChurnZero) is a plus.

WHAT WE OFFER:

• Competitive Salary.
• Digital Resolve, which delivers cybersecurity solutions that proactively secure online accounts, information, transactions and interactions from login to logout and Outlogic, which allows companies in retail, real estate, and financial markets to develop disruptive tools built on a foundation of quality location data.
• At Digital Envoy, we are excited about building a diverse team and creating an inclusive environment where everyone can thrive.
• All employees must be authorized to work in the United States.
• Digital Envoy provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
• In addition to federal law requirements, Digital Envoy complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.