Senior Client Success Manager

BlackCloak, Inc.; United States; Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Remote USA

Medical, Dental, Vision

HSA

Flexible Vacation

401k with match

Equity

Parental leave

Off-sites and events

Home office stipend

Job summary

BlackCloak is seeking a Senior Client Success Manager to guide a portfolio of high-profile clients on personal digital privacy and security. You’ll lead onboarding sessions, executive briefings, and Quarterly Business Reviews, building tailored security plans and coordinating across Technical Success, Security, and Cyber teams.

You’ll mentor other CSMs, translate complex security concepts into business terms, and maintain deep client relationships with a focus on discretion and exceptional

Qualifications

• 3+ years in a Customer Success or Premium Support role.
• 1-2+ years working with executive-level or high-profile clients.
• 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; CIPP/US highly preferred.
• Proven ability to lead live virtual sessions and present to executive audiences with confidence.
• Strong judgment and autonomy to resolve complex client situations without escalation.
• Ability to manage a high-velocity book of business, prioritize under pressure, and stay composed during escalations.
• Highly developed customer service skills, including empathy and relationship building.
• Exceptional verbal and written communication skills.
• Ability to work in a remote environment with autonomy.
• Attention to detail and accuracy.
• Willingness to travel in limited circumstances.

Responsibilities

• Manage a dedicated portfolio of BlackCloak's most complex and high-profile clients as their primary strategic advisor.
• Run a proactive operating rhythm across the portfolio with documented cadences and risk identification.
• Lead live virtual sessions, onboarding, enablement, and executive briefings, clearly outlining risk posture.
• Communicate with executives through concise written outreach and tailored live conversations.
• Prepare and lead Quarterly Business Reviews, using data to propose next steps and value.
• Analyze threat landscapes and build bespoke security plans beyond onboarding.
• Collaborate with cross-functional teams to alert clients of new threats and coordinate remediation.
• Act as lead investigator and restoration specialist for identity theft cases with discretion.
• Mentor fellow CSMs and share best practices with the team.
• Record client interactions and contribute to client communications and education initiatives.
• Maintain current knowledge of the platform and translate technical detail into business language.
• Support external and internal events; limited travel possible.
• Participate in on-call shifts for client support, including nights and weekends.

Skills

Customer Success

Executive relations

Cybersecurity

Security certifications

On-call support

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 Senior Client Success Manager, you’ll be the primary strategic advisor to a dedicated portfolio of BlackCloak’s most complex and high-profile clients, guiding executives and high-net-worth individuals on their personal digital privacy and security. You’ll run a proactive rhythm across your portfolio by spotting risks early, leading onboarding sessions, executive briefings, and Quarterly Business Reviews, and building tailored security plans that go beyond standard onboarding. Working closely with our Technical Success, Security, and Cyber teams, you’ll alert clients to new threats as they emerge and lead the resolution of serious identity theft and account compromise cases with complete discretion. You’ll also mentor fellow CSMs and share best practices across the team. The ideal candidate is a polished, confident communicator who can turn technical detail into clear business language, and who cares about delivering outstanding, memorable experiences to every client.

What You Will Do

• Manage a dedicated portfolio of BlackCloak's most complex and high-profile clients, serving as their primary strategic advisor on personal digital privacy and security.

• Run a proactive operating rhythm across your portfolio: documented cadences, risk identification, and early escalation before issues surface on the client's side.

• Lead live virtual sessions, including onboarding, enablement, and executive briefings, walking clients through the platform and their risk posture clearly and confidently.

• Communicate with executives and high-net-worth individuals through polished, concise written outreach and live conversations, tailored to each client's preferences and risk profile.

• Prepare and lead forward-looking Quarterly Business Reviews and other executive meetings, using data to recommend next steps and demonstrate value.

• Analyze each client's threat landscape and build bespoke security plans that go beyond standard onboarding, including advanced privacy hardening.

• Work with cross-functional teams to alert clients immediately upon discovery of new cyber or privacy threats, and serve as the point of contact until risks are remediated or accepted.

• Act as lead investigator and restoration specialist for severe identity theft cases and complex compromised accounts, handling sensitive situations with extreme discretion.

• Partner with the Technical Success and Security teams and fellow CSMs to resolve client inquiries and coordinate resources.

• Serve as a peer mentor to CSMs: shadow calls, give constructive feedback on soft skills and technical accuracy, and share best practices with the broader team.

• Record and manage all client interactions in BlackCloak's Client Success tools, and contribute to client communications and education initiatives.

• Maintain deep, current knowledge of BlackCloak's platform and the threat landscape facing executive clients, and translate technical detail into business language.

• Support external and internal customer-facing events. There is potential for limited travel.

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

What You Need to be Successful

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

• 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 a plus

• CompTIA Security+ or similar security experience is a plus; CIPP/US is highly preferred

• Proven ability to lead live virtual sessions and present to executive audiences with confidence

• Strong judgment and the autonomy to resolve complex or ambiguous client situations without escalation, and to elevate well when it matters

• Ability to manage a high-velocity book of business, prioritize under pressure, and stay composed during escalations

• Highly developed customer service skills, including empathy and relationship building

• Exceptional verbal and written communication skills

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

• Attention to detail and accuracy is a must

• 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

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