Client Success Manager

BLACKCLOAK; United States; On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

100% Remote Company, within the USA

Comprehensive Medical, Dental, and Vis

Health Savings Account with company

Flexible Vacation Plan

10 Paid Company Holidays

Employer-paid Life/AD&D and Disability

401k with traditional and Roth options

Company Equity

Parental and pregnancy recovery leave

Off-sites and virtual events

Home office stipend

Job summary

BlackCloak is seeking a Client Success Manager to directly communicate with clients via phone, video, and email, ensuring a flawless adoption of our platform. You will collaborate with Account, Value, Product, and Cyber teams to deliver outstanding experiences and drive ongoing value for clients.

The ideal candidate has 2-3+ years in a CS/IT help desk role, experience with executive clients, and interest in cybersecurity and privacy.

Qualifications

• 2-3+ years of experience in a Customer Success or IT help desk role.
• Experience working with executive level clients is a plus.
• 2+ year(s) of relevant experience in cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is a plus.
• CompTIA Security+ or similar security experience is a plus.

Responsibilities

• Participate in client onboarding sessions.
• Provide guidance in creating client onboarding and follow-up materials/activities.
• Conduct periodic outreach to existing clients to ensure full platform usage.
• Partner with Technical Success team to respond to inquiries and coordinate resources.
• Run client enablement and support sessions.
• Alert clients to new cyber or privacy threats and assist in remediation or acceptance.
• Manage end-to-end resolution for identity theft incidents.
• Assist in restoration of compromised accounts and fraud cases.
• Support Account teams by pulling data for client reports and participate in QBRs.
• Record client interactions within the client success tools.
• Contribute to client communications and education initiatives.
• Maintain knowledge of BlackCloak solutions and best practices.
• Support events and travel as needed.
• Participate in on-call shifts for client support, including nights and weekends.

Skills

Customer success

Executive level clients

Cybersecurity knowledge

Communication

Remote work

Time management

Tools

CompTIA Security+

Job description

BlackCloak’s mission is to protect corporate executives and high-profile individuals in their personal lives, mitigating risks to their families, companies, reputation, and finances. We defend our clients’ digital lives from hackers, privacy leaks, and identity theft. If you are passionate about helping to protect others, then keep reading - this may be your next great opportunity.

As a Client Success Manager, you'll be responsible for communicating directly with clients, primarily through phone, video conference, and email. You will work closely with our internal Account, Value, Product and Cyber teams to ensure a flawless experience with BlackCloak from the beginning. You will help to ensure the successful adoption of the BlackCloak platform and participate in activities to drive on-going value for the client. You should be the type of person that exhibits passion for delivering outstanding and memorable experiences and delighting clients always. The ideal candidate will also have a strong interest in furthering their knowledge in cybersecurity and privacy.

What You Will Do

• Participate in client onboarding sessions.
• Provide advice and guidance (and assist as needed) in the creation of client onboarding and follow-up materials/activities.
• Conduct periodic outreach to existing clients to ensure clients are utilizing the BlackCloak platform to its fullest extent.
• Partner with the Technical Success team in responding to customer inquiries and coordinating resources to meet those needs.
• Run client enablement and support sessions.
• Work with cross-functional teams to alert clients immediately upon discovery of new cyber or privacy threats and risks. Serve as a dedicated resource and point of contact to ensure the threats/risks are remediated or accepted by the client.
• Serve as a dedicated case manager for confirmed identity theft incidents. Handle the end-to-end resolution process so the client does not have to navigate the bureaucracy alone.
• Assist in the restoration of compromised accounts, including synthetic identity fraud, medical identity theft, and tax refund fraud.
• Support Account teams by pulling data for client reports and participate in Quarterly Business Reviews and other ad hoc client meetings as requested.
• Manage and record client interactions within the BlackCloak set of Client Success tools.
• Contribute to client communications and education initiatives.
• Maintain working knowledge of BlackCloak's solutions, platform features, and best practices.
• Support external and internal customer-facing initiatives and events. There is a potential for limited travel.
• Participate in on-call shifts for client support, including nights and weekends, or as needed.

What You Need To Be Successful

• 2-3+ years of experience in a Customer Success or IT help desk role.
• Experience working with executive level clients is a plus.
• 2+ year(s) of relevant experience, preferably in areas such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is a plus.
• CompTIA Security+ or similar security experience is a plus.
• Ability to display highly developed customer service soft skills including empathy and relationship building skills.
• Comfortable leading live virtual sessions and walking clients through a product or process clearly and confidently.
• Ability to work under pressure, organize and prioritize responsibilities.
• Ability to work in a remote environment with a high degree autonomy.
• Attention to detail and accuracy is a must.
• Exceptional verbal and written communication skills; must be able to resolve client issues via phone and/or email.
• Willingness to travel in limited circumstances.

About BlackCloak

BlackCloak is an extremely fast-growing company in an entirely new product category. We have amazing product fit validated by industry awards and an impressive client base of Fortune 500 companies across all industries.

BlackCloak offers a competitive salary, exceptional benefits, and a dynamic work environment. Below is a quick summary of BlackCloak’s generous benefits package for full-time employees includes:

• 100% Remote Company, within the USA
• Comprehensive Medical, Dental, and Vision plans with a 100% employer-paid monthly premium option for employees & 50% employer-paid monthly premiums for dependents
• Health Savings Account with company contribution 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 match
• Company Equity
• Paid Parental and Pregnancy Recovery Leave
• Company and team off-sites and virtual events throughout the year
• Home office stipend

We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.

Learn More About Us

Website: https://blackcloak.io

LinkedIn: /blackcloak

Twitter: @BlackCloakCyber

White Paper: https://bc.blackcloak.io/quantifying-the-business-need-for-digital-executive-protection-report-download

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Final offer amounts are determined by multiple factors, including but not limited to geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.