Join the BlackCloak CSOC Talent Community - Client Success Manager (CSM)

Remote; San Francisco (CA); Remote; USD 90,000 - 140,000; Full time

Job summary

BlackCloak is seeking a Client Success Manager to manage post-onboarding relationships with clients across the security platform. You will guide clients through their security posture, translate technical risk into plain language, and drive adoption while collaborating with cross-functional teams.

The role involves running enablement sessions, leading Quarterly Business Reviews, and maintaining thorough records in client success tools. Remote, with occasional travel.

Qualifications

• 2–3 years in client success or IT help desk roles.
• Excellent verbal and written communication.
• Ability to run live virtual sessions and explain product clearly.
• Strong service instincts, empathy, and relationship building.
• Able to work autonomously in a remote environment under pressure.
• Willingness to travel in limited circumstances.

Responsibilities

• Participate in client onboarding sessions and develop onboarding materials.
• Conduct periodic outreach to maximize platform use.
• Alert clients to new cyber/privacy threats and see remediation through.
• Serve as case manager for identity theft incidents from start to finish.
• Lead client enablement sessions, support QBRs, and log interactions.
• Participate in on-call client support shifts, including nights/weekends.

Skills

Client success

Executive-level communication

Verbal communication

Written communication

Live sessions

Relationship building

Remote work

Travel

Security+

Job description

Our Client Security Operations Center protects members around the clock, and Client Success Managers are how members experience that protection. In this role you communicate directly with clients by phone, video conference, and email. You own the relationship after onboarding, guide clients through their security posture, translate technical risk into plain language, and drive successful adoption of the BlackCloak platform.

You work closely with our Account, Value, Product, and Cyber teams so the experience with BlackCloak is seamless from the very beginning. You also take part in the work that drives ongoing value for every client.

You take real pride in delivering outstanding, memorable experiences, and you want to delight clients every time. You are eager to deepen your knowledge of cybersecurity and privacy, and this is a place to do that.

What you would do

• Participate in client onboarding sessions, and help shape onboarding and follow-up materials
• Conduct periodic outreach so clients use the BlackCloak platform to its fullest extent
• Partner with cross-functional teams to alert clients the moment we find a new cyber or privacy threat, then stay with it until the risk is remediated or accepted
• Serve as the dedicated case manager for confirmed identity theft incidents, handling end-to-end resolution so clients do not navigate the bureaucracy alone
• Run client enablement sessions, support Quarterly Business Reviews, and record every interaction in our Client Success tools
• Participate in on-call shifts for client support, including nights and weekends

What you need to be successful

• Two to three years in client success or an IT help desk role, with executive-level client experience a plus
• Exceptional verbal and written communication, and the ability to resolve client issues by phone and email
• Comfort leading live virtual sessions and walking clients through a product or process clearly and confidently
• Highly developed service instincts, including empathy and relationship building
• Ability to organize, prioritize, and work autonomously in a remote environment under pressure, with close attention to detail
• Cybersecurity, privacy, identity theft, fraud, or risk and compliance experience is a plus, as is CompTIA Security+
• Willingness to travel in limited circumstances