Senior Client Success Manager

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.

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 escalate 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