Technical Client Success Manager

Job Description

Job DescriptionDescription:

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.

We are looking for a proactive and customer-obsessed Technical Client Success Manager to support our newest and fast-growing solution, LocID. LocID is a fixed geospatial identifier that gives advertisers, DSPs, and publishers a stable, privacy-safe alternative to IP-based targeting. This hybrid role bridges technical support and client success- acting as the first line of support for all LocID-related inquiries, while also owning client relationships.

The ideal candidate will take ownership and thrive on cross-functional collaboration and building from the ground up- serving as the voice of the customer and a key connector across teams to shape how clients experience and succeed with LocID.

**The person in this role will be expected to work standard EST working hours, with occasional flexibility required to support a global business across multiple time zones (e.g., early morning or evening meetings as needed)**

This person can work remotely from any of the following states: Connecticut (CT), Florida (FL), Georgia (GA), Kentucky (KY), Louisiana (LA), Massachusetts (MA), Michigan (MI), New York (NY), New Jersey (NJ), Pennsylvania (PA), South Carolina (SC), Tennessee (TN), Texas (TX), Virginia (VA), Washington (WA)

Georgia residents are encouraged and welcomed to join us a couple days/week in our Peachtree Corners, Georgia office.

Please note, at this time, Digital Envoy is not sponsoring visas for this position.

WHAT YOU’LL DO:

• Act as the main point of contact for LocID-related technical inquiries across all regions and time zones
• Support global customers with occasional off-hours flexibility to meet the needs of international partners
• Provide responsive, clear, and helpful support to clients via email, calls, and virtual meetings
• Collaborate with Engineering, Product, and Data teams to troubleshoot, escalate, and resolve technical issues
• Work with Sales and Marketing to strategize on client retention, re-engagement, and upsell opportunities
• Proactively monitor client usage and engagement trends, identify drop-off risks, and take action to re-engage or resolve concerns
• Assist with onboarding and implementation as needed, helping clients successfully adopt and integrate LocID
• Monitor client usage and proactively follow up to ensure engagement and satisfaction
• Identify opportunities to grow the business by uncovering future commercial and sales prospects
• Maintain detailed logs of client interactions, resolutions, and trends to drive continuous improvement
• Develop FAQs and documentation to streamline support and reduce response times
• Gather feedback and feature requests from clients, serving as their internal advocate
• Help shape scalable client success processes as we grow, offering input on systems, workflow, and service improvements

WHAT WE OFFER:

• Competitive Salary & Bonus program
• Medical, Dental and Vision
• Paid Holidays & Unlimited PTO policy
• 401(k) with employer contribution match
• We value your input: make a real impact in a growing, innovative company!

Requirements:

WHO YOU ARE:

• 3+ years of experience in client success, technical support, or solutions engineering, ideally with a SaaS or data platform
• Deep industry knowledge in AdTech/MarTech; experience with geolocation data is a strong plus
• A client success professional with technical curiosity and aptitude- you love helping clients understand and get value from data or tech-driven products
• Exceptional written and verbal communication skills- you can explain complex topics clearly to non-technical users
• Comfortable using support and CRM platforms like Zendesk, Jira, Salesforce, or similar tools
• Detail-oriented and self-motivated with strong organizational and time management skills
• Strong problem-solving skills with the ability to assess issues, ask the right questions, and connect clients with the right internal resources

About Digital Envoy:

In 1999, Digital Envoy introduced the concept of privacy-sensitive IP-based geolocation and IP intelligence. This technology allows businesses from ad networks to publishers, websites, retailers and more to harness the power of location and new intelligence about connected users for many mission-critical applications. Digital Envoy has three business units that address the unique needs of customers: Digital Element, which provides global geolocation data and services that bring anytime, anywhere relevance and context to online and mobile initiatives; 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.