Senior Client Success Manager – Private Client Services

Role Overview

• Participate in client onboarding sessions.
• 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.
• 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 other CSM and 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.
• Act as the lead investigator and restoration specialist for severe identity theft cases and complex compromised accounts, handling sensitive situations with extreme discretion.
• Analyze client threat landscapes to create bespoke security plans, going beyond standard onboarding to implement advanced privacy hardening techniques.
• 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.
• Act as a peer mentor to Level I CSMs, shadowing their calls and providing constructive feedback on soft skills and technical accuracy.
• 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.

Requirements

• 3 years of experience in a Customer Success or IT help desk role
• 1-2 years+ of experience working with executive level/high profile clients
• 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
• CIPA or CIPP/US (Certified Information Privacy Professional) highly preferred
• Ability to display highly developed customer service soft skills including empathy and relationship building skills
• 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

Tech Stack

• Cyber Security

Benefits

• 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