Senior Client Success Manager

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

📋 Description

• Oversee a specialized portfolio of BlackCloak's most intricate and prominent clients as their main strategic advisor on personal digital privacy and security.

• Establish and maintain a proactive operational rhythm with documented cadences, risk identification, and prompt escalation.

• Conduct live virtual onboarding, enablement, and executive briefing sessions.

• Engage with executives and high-net-worth individuals through customized written communications and live discussions.

• Prepare and facilitate forward-looking Quarterly Business Reviews and other meetings with executives.

• Assess client threat landscapes and create tailored security strategies, including advanced privacy enhancements.

• Notify clients of emerging cyber or privacy threats and guide them in risk remediation or acceptance.

• Investigate serious identity theft incidents and complex compromised accounts, managing sensitive situations with discretion.

• Collaborate with Technical Success, Security, and fellow Client Success Managers (CSMs) to address client inquiries and coordinate resources.

• Mentor CSMs through call shadowing, providing feedback and sharing best practices.

• Document and manage client interactions in Client Success tools while contributing to communications and educational initiatives.

• Stay updated on the platform and the executive-client threat landscape, translating technical details into business language.

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

• Participate in on-call client support shifts as required.

⛳️ Requirements

• Minimum of 3 years of experience in a Customer Success or Premium Support role.

• At least 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 an advantage.

• CompTIA Security+ or similar security experience is a plus.

• CIPP/US certification is highly preferred.

• Demonstrated ability to lead live virtual sessions and present confidently to executive audiences.

• Strong judgment and independence to address complex or ambiguous client situations without escalation, while knowing when to escalate appropriately.

• Capability to manage a fast-paced book of business, prioritize under pressure, and maintain composure during escalations.

• Highly developed customer service skills, including empathy and the ability to build relationships.

• Outstanding verbal and written communication skills.

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

• Meticulous attention to detail and accuracy is essential.

• Willingness to travel under limited circumstances.

• Availability to participate in on-call shifts for client support, including nights and weekends, as needed.

🏝️ Benefits

• Fully remote company based in 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.