Senior Enterprise Relationship Manager

Manage a portfolio of BlackCloak’s largest and most strategic enterprise clients, building trusted relationships with executive sponsors, security leaders, and the executives and families enrolled in the program

Own retention and adoption results for your book of business, including NRR, logo retention, enrollment, onboarding, and utilization

Lead onboarding for complex, high-profile accounts, working with Sales to set clear expectations and get members enrolled quickly

Monitor account health and adoption, step in early when risk appears, and lead the plan to recover at-risk accounts

Build executive-level relationships across each client so every account stays engaged through leadership changes

Use account data and analytics to show clients the value of their program, and turn those insights into clear, compelling business reviews for senior stakeholders

Use AI tools and workflows to automate routine work, analyze account data, and produce client-ready content, from business reviews to executive reports

Coordinate trainings and work with internal teams to resolve client issues quickly

Identify opportunities to expand program coverage and partner with Sales on strategy for your accounts

Help shape the team’s playbooks, health criteria, and processes based on what you see in your accounts

Mentor and support other ERMs, sharing best practices and helping onboard new team members

Contribute to portfolio health reviews and forecasting with accurate, well-reasoned account assessments

Bachelor’s degree in a relevant field, or equivalent experience

5+ years of experience in customer success or account management, with a focus on enterprise clients

Solid understanding of cybersecurity and privacy concepts, and the ability to discuss them credibly with security leaders

Confident communication and executive presence, including leading business reviews and difficult conversations with senior stakeholders

Strong analytical skills, with experience using data to assess account health, forecast risk, and show clients the value of their program

Hands-on experience with AI tools and building AI-assisted workflows that improve how you and your team work

Deep experience with a CRM or client success platform (Planhat, Gainsight, Salesforce, or similar)

Proven track record of driving retention and adoption, with working knowledge of metrics such as NRR, logo retention, and utilization

Experience managing escalations and recovering at-risk accounts

Ability to work independently, manage a complex book of business, and help improve team processes

Interest in mentoring and supporting other team members

Discretion and sound judgment when working with executives, high-net-worth individuals, and sensitive personal information

Willingness to travel to meet with clients when needed