Client Success Manager – Private Client Services

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.

• Conduct regular outreach to current clients to ensure they are maximizing their use of the BlackCloak platform.

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

• Facilitate client enablement and support sessions.

• Work alongside cross-functional teams to promptly notify clients of any newly identified cyber or privacy threats and risks. Act as a dedicated resource to ensure that these threats and risks are either mitigated or accepted by the client.

• Function as a dedicated case manager for confirmed identity theft cases, overseeing the entire resolution process so clients do not have to navigate bureaucratic challenges alone.

• Assist in the recovery of compromised accounts, addressing issues such as synthetic identity fraud, medical identity theft, and tax refund fraud.

• Aid Account teams by gathering data for client reports and participating in Quarterly Business Reviews and other client meetings as necessary.

• Track and document client interactions using the BlackCloak Client Success tools.

• Contribute to client communication and educational initiatives.

• Maintain a thorough understanding of BlackCloak’s solutions, platform features, and best practices.

• Support both external and internal customer-facing initiatives and events, with potential for limited travel.

• Participate in on-call shifts for client support, including evenings and weekends, as required.

⛳️ Requirements

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

• Experience with executive-level clients is advantageous.

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

• CompTIA Security+ certification or similar security experience is beneficial.

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

• Capacity to perform under pressure, efficiently organize, and prioritize tasks.

• Ability to work independently in a remote environment with a high level of autonomy.

• Strong attention to detail and accuracy is essential.

• Excellent verbal and written communication skills; must be capable of resolving client issues via phone or email.

• Willingness to travel under limited circumstances.

🏝️ Benefits

• Fully 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 plan 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.