Senior Client Success Manager - Private Client Services

BlackCloak

18h • $65,000 - $75,000 • Remote

About The Position

BlackCloak’s mission is to protect corporate executives and high-profile individuals in their personal lives, mitigating risks to their families, companies, reputation, and finances. We defend our clients’ digital lives from hackers, privacy leaks, and identity theft. If you are passionate about helping to protect others, then keep reading - this may be your next great opportunity.

The Senior Client Success Manager is a seasoned CSM expert who thrives on managing complex, high-stakes relationships. This role will help to ensure the successful adoption of the BlackCloak platform and participate in activities to drive on-going value for the client. As a senior member of the team, you will also own relationships with our most high-profile and at-risk clients on our Private Client Services team. You will continue to provide standard support but also will become a strategic security partner, proactively identifying privacy gaps and managing complex identity restoration cases with high autonomy. You should be the type of person that exhibits passion for delivering outstanding and memorable experiences and delighting clients always. The ideal candidate will also have a strong interest in furthering their knowledge in cybersecurity and privacy.

Requirements

• 3 years of experience in a Customer Success or IT help desk role
• 1-2 years+ of experience working with executive level/high profile clients
• Ability to display highly developed customer service soft skills including empathy and relationship building skills
• Ability to work under pressure, organize and prioritize responsibilities
• Ability to work in a remote environment with a high degree autonomy
• Attention to detail and accuracy is a must
• Exceptional verbal and written communication skills; must be able to resolve client issues via phone and/or email
• Willingness to travel in limited circumstances

Nice To Haves

• 2+ year(s) of relevant experience, preferably in areas such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is a plus
• CompTIA Security+ or similar security experience is a plus
• CIPA or CIPP/US (Certified Information Privacy Professional) highly preferred

Responsibilities

• Participate in client onboarding sessions.
• 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.
• Provide advice and guidance (and assist as needed) in the creation of client onboarding and follow-up materials/activities.
• Conduct periodic outreach to existing clients to ensure clients are utilizing the BlackCloak platform to its fullest extent.
• Partner with other CSM and the Technical Success team in responding to customer inquiries and coordinating resources to meet those needs.
• Run client enablement and support sessions.
• Work with cross-functional teams to alert clients immediately upon discovery of new cyber or privacy threats and risks. Serve as a dedicated resource and point of contact to ensure the threats/risks are remediated or accepted by the client.
• Act as the lead investigator and restoration specialist for severe identity theft cases and complex compromised accounts, handling sensitive situations with extreme discretion.
• Analyze client threat landscapes to create bespoke security plans, going beyond standard onboarding to implement advanced privacy hardening techniques.
• Support Account teams by pulling data for client reports and participate in Quarterly Business Reviews and other ad hoc client meetings as requested.
• Manage and record client interactions within the BlackCloak set of Client Success tools.
• Act as a peer mentor to Level I CSMs, shadowing their calls and providing constructive feedback on soft skills and technical accuracy.
• Contribute to client communications and education initiatives.
• Maintain working knowledge of BlackCloak’s solutions, platform features, and best practices.
• Support external and internal customer-facing initiatives and events. There is a potential for limited travel
• Participate in on-call shifts for client support, including nights and weekends, or as needed.

Benefits

• 100% Remote Company, within the USA
• Comprehensive Medical, Dental, and Vision plans with a 100% employer-paid monthly premium option for employees & 50% employer-paid monthly premiums for dependents.
• Health Savings Account with company contribution for eligible medical plans.
• Flexible Vacation Plan
• 10 Paid Company Holidays
• 100% employer-paid Life, AD&D and Short- and Long-Term Disability Insurance
• 401k with Traditional and Roth options, including employer match.
• Company Equity
• Paid Parental and Pregnancy Recovery Leave
• Company and team off-sites and virtual events throughout the year
• Home office stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed