Senior Client Success Manager
What You Will Do
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Manage a dedicated portfolio of BlackCloak's most complex and high-profile clients, serving as their primary strategic advisor on personal digital privacy and security.
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Run a proactive operating rhythm across your portfolio: documented cadences, risk identification, and early escalation before issues surface on the client's side.
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Lead live virtual sessions, including onboarding, enablement, and executive briefings, walking clients through the platform and their risk posture clearly and confidently.
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Communicate with executives and high-net-worth individuals through polished, concise written outreach and live conversations, tailored to each client's preferences and risk profile.
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Prepare and lead forward-looking Quarterly Business Reviews and other executive meetings, using data to recommend next steps and demonstrate value.
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Analyze each client's threat landscape and build bespoke security plans that go beyond standard onboarding, including advanced privacy hardening.
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Work with cross-functional teams to alert clients immediately upon discovery of new cyber or privacy threats, and serve as the point of contact until risks are remediated or accepted.
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Act as lead investigator and restoration specialist for severe identity theft cases and complex compromised accounts, handling sensitive situations with extreme discretion.
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Partner with the Technical Success and Security teams and fellow CSMs to resolve client inquiries and coordinate resources.
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Serve as a peer mentor to CSMs: shadow calls, give constructive feedback on soft skills and technical accuracy, and share best practices with the broader team.
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Record and manage all client interactions in BlackCloak's Client Success tools, and contribute to client communications and education initiatives.
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Maintain deep, current knowledge of BlackCloak's platform and the threat landscape facing executive clients, and translate technical detail into business language.
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Support external and internal customer-facing events. There is potential for limited travel.
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Participate in on-call shifts for client support, including nights and weekends, as needed.
What You Need to be Successful
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3+ years of experience in a Customer Success or Premium Support role
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1-2+ years of experience working with executive-level or high-profile clients
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Experience in cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is a plus
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CompTIA Security+ or similar security experience is a plus; CIPP/US is highly preferred
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Proven ability to lead live virtual sessions and present to executive audiences with confidence
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Strong judgment and the autonomy to resolve complex or ambiguous client situations without escalation, and to escalate well when it matters
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Ability to manage a high-velocity book of business, prioritize under pressure, and stay composed during escalations
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Highly developed customer service skills, including empathy and relationship building
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Exceptional verbal and written communication skills
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Ability to work in a remote environment with a high degree of autonomy
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Attention to detail and accuracy is a must
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Willingness to travel in limited circumstances
Skills
As published by lever · 8 questions · 5 written answers
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Twitter URL, GitHub URL, Portfolio URL, BlackCloak
Pick from a list (3)
- Is your primary residence located within the United States of America? optional
- Do you now, or will you in the future, require sponsorship from your employer? optional
- Which of the following areas do you have professional experience in? Select all that apply. optional
Written answers (5)
- BlackCloak offers an exceptional benefits package, including paid employee insurance premiums, 401k match, and stock options on top of base salary. Considering this, what is your base salary expectation.
- Describe a situation where you acted as a primary point of contact for a client facing a security or privacy crisis (e.g., a hacked account or identity theft). How did you manage the technical resolution while simultaneously managing the client's emotional state and expectations?
- How do you decide when to proactively reach out to a client versus waiting for them to raise an issue?
- How do you explain a technical or complex issue to a non-technical client so they understand both the risk and the action required?
- Tell us about a time you coordinated with other teams to resolve a client issue. What did you own, and how did you keep the client supported?