Senior Client Success Manager

Who you are

• 3+ years of experience in a Customer Success or Premium Support role
• 1-2+ years of experience working with executive-level or high-profile clients
• Experience in cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is a plus
• CompTIA Security+ or similar security experience is a plus; CIPP/US is highly preferred
• Proven ability to lead live virtual sessions and present to executive audiences with confidence
• Strong judgment and the autonomy to resolve complex or ambiguous client situations without escalation, and to escalate well when it matters
• Ability to manage a high-velocity book of business, prioritize under pressure, and stay composed during escalations
• Highly developed customer service skills, including empathy and relationship building
• Exceptional verbal and written communication skills
• Ability to work in a remote environment with a high degree of autonomy
• Attention to detail and accuracy is a must
• Willingness to travel in limited circumstances

What the job involves

• As a Senior Client Success Manager, you’ll be the primary strategic advisor to a dedicated portfolio of BlackCloak’s most complex and high-profile clients, guiding executives and high-net-worth individuals on their personal digital privacy and security.
• You’ll run a proactive rhythm across your portfolio by spotting risks early, leading onboarding sessions, executive briefings, and Quarterly Business Reviews, and building tailored security plans that go beyond standard onboarding.
• Working closely with our Technical Success, Security, and Cyber teams, you’ll alert clients to new threats as they emerge and lead the resolution of serious identity theft and account compromise cases with complete discretion.
• You’ll also mentor fellow CSMs and share best practices across the team.
• The ideal candidate is a polished, confident communicator who can turn technical detail into clear business language, and who cares about delivering outstanding, memorable experiences to every client
• 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
• Run a proactive operating rhythm across your portfolio: documented cadences, risk identification, and early escalation before issues surface on the client's side
• Lead live virtual sessions, including onboarding, enablement, and executive briefings, walking clients through the platform and their risk posture clearly and confidently
• 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
• Prepare and lead forward-looking Quarterly Business Reviews and other executive meetings, using data to recommend next steps and demonstrate value
• Analyze each client's threat landscape and build bespoke security plans that go beyond standard onboarding, including advanced privacy hardening
• 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
• Act as lead investigator and restoration specialist for severe identity theft cases and complex compromised accounts, handling sensitive situations with extreme discretion
• Partner with the Technical Success and Security teams and fellow CSMs to resolve client inquiries and coordinate resources
• 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
• Record and manage all client interactions in BlackCloak's Client Success tools, and contribute to client communications and education initiatives
• Maintain deep, current knowledge of BlackCloak's platform and the threat landscape facing executive clients, and translate technical detail into business language
• Support external and internal customer-facing events. There is potential for limited travel
• Participate in on-call shifts for client support, including nights and weekends, as needed

Benefits

• Fully remote
• Medical, Dental & Vision
• Flexible hours
• Generous Vacation Policy
• Competitive salary
• HSA
• Periodic Offsites
• 401k with employer match
• Home Office Stipend