Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Engage in client onboarding sessions.

• Offer recommendations and assistance in developing client onboarding and follow-up materials and activities.

• Perform regular outreach to current clients to ensure they are fully leveraging the BlackCloak platform.

• Collaborate with the Technical Success team to address customer inquiries and organize resources.

• Conduct client enablement and support sessions.

• Notify clients promptly upon identifying cyber or privacy threats and risks, ensuring proper remediation or acceptance.

• Act as a dedicated case manager for confirmed identity theft cases and manage the entire resolution process.

• Aid in the restoration of compromised accounts, including cases of synthetic identity fraud, medical identity theft, and tax refund fraud.

• Assist Account teams by gathering data for client reports and participating in Quarterly Business Reviews and ad hoc client meetings.

• Oversee and document client interactions using BlackCloak Client Success tools.

• Contribute to client communication and educational initiatives.

• Maintain a solid understanding of BlackCloak solutions, platform features, and best practices.

• Support both external and internal customer-facing initiatives and events; some travel may be required.

• Participate in on-call shifts for client support, including nights and weekends, or as necessary.

⛳️ Requirements

• 2-3+ years of experience in a Customer Success or IT help desk position.

• Experience engaging with executive-level clients is advantageous.

• 2+ years of relevant experience, ideally in areas such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is beneficial.

• CompTIA Security+ certification or equivalent security experience is favorable.

• Ability to demonstrate well-developed customer service soft skills, including empathy and relationship-building capabilities.

• Comfortable leading live virtual sessions and guiding clients through a product or process with clarity and confidence.

• Ability to perform under pressure, organize, and prioritize tasks effectively.

• Capable of working in a remote setting with a high degree of autonomy.

• Attention to detail and accuracy is essential.

• Excellent verbal and written communication skills; must be adept at resolving client issues via phone and/or email.

• Willingness to travel in limited situations.

🏝️ Benefits

• 100% Remote Company, operating within the USA.

• Comprehensive Medical, Dental, and Vision plans with a 100% employer-paid monthly premium option for employees and 50% employer-paid monthly premiums for dependents.

• Health Savings Account with company contributions 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 matching.

• Company Equity.

• Paid Parental and Pregnancy Recovery Leave.

• Company and team off-sites and virtual events throughout the year.

• Home office stipend.