Sr. Client Success Manager

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’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

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.