Associate Client Success Manager

DIGITAL ENVOY•Peachtree Corners, GA

7h•Hybrid

About The Position

Digital Envoy (DE) has been the leader in IP geolocation and VPN intelligence for more than 25 years, serving customers across Streaming Media, AdTech, Cybersecurity, E-commerce, and Data Analytics. Our industry-leading solutions power organizations including Netflix, Hulu, The Trade Desk, PayPal, AWS, Apple, and many others. Digital Envoy is seeking an Associate Customer Success Manager to help drive customer retention, adoption, and long-term success across a portfolio of small and mid-sized customers. Reporting to the VP, Client Success, you will own a portfolio of customers, primarily Tier 4, and serve as their primary point of contact throughout the customer lifecycle. You'll partner closely with Senior Customer Success Managers, Sales, Product, Engineering, Marketing, Finance, and Legal to ensure customers receive exceptional service while identifying opportunities for growth and expansion. This role is ideal for someone with 2–3 years of experience in Customer Success, Account Management, Client Services, or another customer-facing SaaS role who is looking to build a long-term career in Customer Success. This position is based in Atlanta, GA, with an expectation to work from our office 2–3 days per week.

Requirements

Bachelor's degree preferred.
2–3 years of experience in Customer Success, Account Management, Client Services, Customer Support, or another customer-facing role within a B2B SaaS or technology company.
Experience managing customer relationships throughout the customer lifecycle.
Strong communication, presentation, and relationship-building skills.
Highly organized with excellent time management and the ability to manage multiple priorities.
Customer-first mindset with a proactive, solution-oriented approach.
Comfortable collaborating across Sales, Product, Engineering, Marketing, Finance, and Legal teams.
Experience using Salesforce or another CRM platform; Gainsight experience is a plus.
Experience supporting SaaS renewals or subscription-based customers is preferred.
Familiarity with AdTech, Streaming, Cybersecurity, or Data technologies is a plus.

Nice To Haves

Gainsight experience is a plus.
Familiarity with AdTech, Streaming, Cybersecurity, or Data technologies is a plus.

Responsibilities

Manage a portfolio of customer accounts, primarily supporting customers with annual contract values under $40K.
Build strong customer relationships through proactive communication and regular business reviews.
Guide customers through onboarding, adoption, and ongoing success with Digital Envoy's products and services.
Partner with customers to understand their business objectives and help maximize the value they receive from our solutions.
Lead renewal conversations for your assigned accounts and identify opportunities for account growth, introducing Senior CSMs when strategic expansion opportunities arise.
Monitor customer health and engagement to proactively identify retention risks.
Coordinate with Product, Engineering, Support, Finance, and Legal to ensure timely resolution of customer requests.
Maintain accurate customer records, success plans, and account activities within Salesforce and Gainsight.
Partner with Senior Customer Success Managers on strategic customer initiatives and best practices.
Contribute to the continued improvement of Client Success processes and customer programs.