International Client Success Director

The International Client Success Director at Digital Envoy is responsible for driving long-term client partnerships, retention, and growth across the company's diverse customer base. Reporting to the VP, Client Success, this role involves managing and growing strategic client relationships, monitoring account health, and collaborating with sales, product, marketing, and engineering teams.

About the Role

Digital Envoy is a leader in geolocation and VPN data, serving over 25 years for customers in streaming media, ad tech, cybersecurity, e-commerce, and data analytics. Key responsibilities include managing renewals, identifying upsell opportunities, and strengthening client engagement to increase net retention and minimize churn. The role requires a proactive, client-focused approach, with a focus on delivering a high-touch client experience and advocating for customer needs.

Responsibilities

• 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
• 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

Requirements

• 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