Client Success Architect

Blackpoint Cyber; Northern (KY); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health insurance

401k plan

Discretionary Time Off

Job summary

Blackpoint Cyber, a leading cybersecurity firm, is seeking a Client Success Architect to drive partner health and adoption of our security platform. You will deliver in-depth technical guidance and training to MSPs, SIs, VARs, and enterprise clients to maximize value and retention.

You will collaborate with GTM and Product teams to streamline onboarding, craft strategic documentation, and maintain KPI-driven performance.

Qualifications

• Minimum 2 years in a customer-facing and technical role.
• Demonstrated technical proficiency with product suites and platforms.
• Knowledge of Zendesk, ChurnZero, and HubSpot or similar software.
• History of driving customer value and engagement.

Responsibilities

• Focus on enhancing partner health by driving adoption of Blackpoint Suite.
• Provide in-depth technical engagement and training to partners.
• Collaborate with GTM and Product teams for strategic partner engagements.
• Offer onboarding and offboarding support with partners and clients.
• Engage in ongoing education related to Blackpoint products and integrations.
• Prepare monthly partner reviews to assess value delivery and customer health.
• Track activity with KPIs on ChurnZero and measure progress month-over-month.
• Follow documented processes to enhance partner and client experience.

Skills

Customer-facing

Technical aptitude

Communication

Remote work

Education

Bachelor's degree or equivalent

Tools

Zendesk

ChurnZero

HubSpot

Job description

Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learningsto bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode, fueled by a recent $190m series C round.

The Opportunity:

We are a rapidly growing cybersecurity company committed to delivering innovative solutions to Managed Service Providers (MSPs), Systems Integrators (SIs), Value Added Resellers (VARs) and enterprise clients.

Our agile team is in the foundational stages of building a top-tier Client Success department. We are seeking a Client Success Architect who is adaptable, security-minded, client-focused and highly technical.

Key Responsibilities:

• Focus on enhancing partner health by driving the adoption of the Blackpoint Suite of products and services and penetration of endpoints.
• Provide in-depth technical engagement and training to partners to educate and help them with the use of our suite of products as it relates to their business.
• Collaborate with other Go-To-Market (GTM) and Product team members to facilitate strategic engagements with partners and their clients. This includes direct engagement, preparation processes, and flowchart documentation to enhance partner experiences.
• Offer onboarding and offboarding support through direct engagement with partners and their clients. Assist in building strategic documentation and process flows to ensure faster and smoother onboarding experiences.
• Engage in ongoing education related to Blackpoint products, services, and integrated systems to stay current and provide the best support to partners.
• Assist in crafting and preparing monthly partner reviews to assess value delivery and customer health, ensuring ongoing satisfaction and the long-term success of our partnerships.
• Adopt a highly analytical approach to tracking activity with KPIs on ChurnZero and measuring progress month-over-month.
• Follow documented processes and procedures for all events to continuously enhance the partner and client experience.

Requirements:

• Minimum of 2 years of work experience in a customer-facing and technical role.
• Ability to demonstrate a high degree of technical proficiency with product suites and platforms.
• Knowledge of Zendesk, ChurnZero, and HubSpot or similar software.
• History of working successfully to drive customer value and engagement.
• Willingness to be customer-facing and ability to navigate customer needs and challenges.
• Strong technical aptitude, excellent communication skills, and a curious mindset.
• Experience working with clients in the security landscape.
• Bachelor's degree or equivalent experience.
• Proven ability to work independently and remotely.

Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races, colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital status, or any other legally protected status. We are committed to equality of opportunity in all aspects of employment.

For eligible employees in the US, Blackpoint offers competitive Health, Vision, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks. International employees receive competitive benefits in accordance with local market standards and applicable country requirements.

Blackpoint believes all employees should share in the company’s success – equity participation is available to employees globally, with program details varying by location and employment structure.