Senior Client Success Manager: Executive Privacy & Security

BlackCloak, Inc.; United States; Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

100% Remote Company within the USA

Medical, Dental, Vision plans (employe

Health Savings Account with company

Flexible Vacation Plan

10 Paid Company Holidays

Life, AD&D and Disability Insurance

401k with employer match

Company Equity

Parental and Pregnancy Recovery Leave

Off-sites and virtual events

Home office stipend

Job summary

BlackCloak is seeking a Senior Client Success Manager to serve as the strategic advisor for a portfolio of high-profile clients, guiding personal digital privacy and security. You will lead onboarding, executive briefings, and risk reviews, collaborating with Technical Success, Security, and Cyber teams to address threats with discretion.

Ideal candidates communicate clearly to executives, translate technical details into business terms, and mentor fellow CSMs while delivering memorable client

Qualifications

• 3+ years of experience in Customer Success or Premium Support.
• 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.
• Ability to work in a remote environment with a high degree of autonomy.
• 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 on personal digital privacy and security.
• Run a proactive operating rhythm across your portfolio with documented cadences, risk identification, and early escalation.
• Lead live virtual sessions, onboarding, enablement, and executive briefings, walking clients through the platform and risk posture.
• Communicate with executives and high-net-worth individuals through polished written outreach and live conversations, tailored to each client's preferences.
• Prepare and lead 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 beyond standard onboarding.
• Coordinate with cross-functional teams to alert clients of new threats and resolve risks.
• Serve as lead investigator and restoration specialist for severe identity theft cases and compromised accounts.
• Partner with Technical Success and Security teams and fellow CSMs to resolve inquiries and coordinate resources.
• Mentor CSMs by shadowing calls and sharing best practices.
• Record and manage all client interactions in BlackCloak's tools, contributing to communications and education initiatives.
• Maintain deep knowledge of the platform and threat landscape, translating technical detail into business language.
• Support external/internal events; limited travel possible.
• Participate in on-call shifts for client support, including nights and weekends.

Skills

Customer Success

Executive clients

Cybersecurity

Security certs

Public speaking

Remote work

Job description

BlackCloak is seeking a Senior Client Success Manager to serve as the strategic advisor for a portfolio of high-profile clients, guiding personal digital privacy and security. You will lead onboarding, executive briefings, and risk reviews, collaborating with Technical Success, Security, and Cyber teams to address threats with discretion.

Ideal candidates communicate clearly to executives, translate technical details into business terms, and mentor fellow CSMs while delivering memorable client