Senior Enterprise Relationship Manager

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

📋 Description

• Oversee a portfolio of BlackCloak’s most significant and strategic enterprise clients, cultivating trusted relationships with executive sponsors, security leaders, and the executives and families participating in the program.

• Take ownership of retention and adoption outcomes for your assigned accounts, including NRR, logo retention, enrollment, onboarding, and utilization.

• Lead the onboarding process for complex, high-profile accounts, collaborating with Sales to establish clear expectations and ensure swift member enrollment.

• Monitor account health and adoption, proactively intervening when risks arise, and spearheading recovery plans for at-risk accounts.

• Establish executive-level relationships within each client organization to maintain engagement during leadership transitions.

• Leverage account data and analytics to demonstrate the value of the program to clients, translating insights into clear, impactful business reviews for senior stakeholders.

• Utilize AI tools and workflows to automate routine tasks, analyze account data, and generate client-ready materials, from business reviews to executive reports.

• Organize training sessions and collaborate with internal teams to promptly address client issues.

• Identify opportunities to enhance program coverage and collaborate with Sales on strategic initiatives for your accounts.

• Contribute to the development of the team’s playbooks, health criteria, and processes informed by your insights from account management.

• Mentor and support fellow ERMs, sharing best practices and assisting in the onboarding of new team members.

• Participate in portfolio health reviews and forecasting through accurate and well-reasoned account assessments.

⛳️ Requirements

• Bachelor’s degree in a relevant field, or equivalent professional experience.

• A minimum of 5 years of experience in customer success or account management, particularly with enterprise clients.

• Strong grasp of cybersecurity and privacy principles, with the capability to discuss these topics credibly with security leaders.

• Confident communication skills and executive presence, including leading business reviews and navigating challenging conversations with senior stakeholders.

• Excellent analytical abilities, with experience utilizing data to evaluate account health, predict risks, and demonstrate program value to clients.

• Proficient in using AI tools and developing AI-assisted workflows that enhance team efficiency.

• Extensive experience with a CRM or client success platform (such as Planhat, Gainsight, Salesforce, or similar).

• Proven success in driving retention and adoption, with familiarity with metrics such as NRR, logo retention, and utilization.

• Experience managing escalations and successfully recovering at-risk accounts.

• Ability to work autonomously, manage a complex portfolio of accounts, and contribute to the enhancement of team processes.

• Enthusiasm for mentoring and supporting other team members.

• Discretion and sound judgment when dealing with executives, high-net-worth individuals, and sensitive personal information.

• Willingness to travel for client meetings as necessary.

🏝️ Benefits

• Fully remote work environment within the USA.

• Comprehensive Medical, Dental, and Vision plans, featuring a 100% employer-paid monthly premium option for employees and a 50% employer-paid monthly premium 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 along with virtual events throughout the year.

• Home office stipend.