Head of Value Engineering, Client Success Operations

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November 11

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BLACKCLOAK

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Cybersecurity • SaaS

BLACKCLOAK is an award-winning concierge cybersecurity and privacy platform focused on providing digital executive protection services. The platform is designed to protect individuals, families, and corporations from cyber threats by securing personal devices, home networks, and private data. BLACKCLOAK serves high-value individuals, including executives and companies, offering tailored cybersecurity solutions to mitigate risks associated with internet-connected devices and personal data vulnerabilities. With a comprehensive app and dashboard, BLACKCLOAK provides real-time security monitoring and incident response, helping to safeguard digital lives against cyberattacks.

11 - 50 employees

🔒 Cybersecurity

☁️ SaaS

💰 $11M Series A on 2021-07

📋 Description

• Ensure every customer across our enterprise portfolio achieves measurable success and realizes maximum value from the BlackCloak features, product, and platform offering. • Operate within the Operations organization, acting as the critical cross-functional link that educates, enables and affirms customers are taking full advantage of their subscription based on their personal digital protection needs. • Work cross functionally with GTM, Product, and Account Success teams to translate features into value for members through various delivery channels such as email, in-app, videos, webinars, and other effective means of communication. • Develop more sophisticated playbooks based on customer needs and automation, while maintaining BC's signature personalized concierge approach.

🎯 Requirements

• 7+ years of experience in Customer Success Operations, Product Marketing, or Technical Enablement within a B2B SaaS environment, preferably cybersecurity, focused on driving value at various lifecycle stages. • Proven ability to translate complex technical capabilities into clear business benefits and scalable processes, • Proven ability to evaluate success criteria of customers then delivering value to that criteria via the product, content and support. • Demonstrated success in transitioning Success or Enablement teams from a startup-stage operation to a scaled, mature organization by establishing critical infrastructure. • Experience in running and prioritizing strategic programs and managing high-performing teams focused on driving measurable customer value and cross-functional alignment. • Proven ability to create economies of scale by implementing automation and standardization to maximize value delivery per customer. • Exceptional project management skills and experience managing cross-functional initiatives involving Product, Engineering, and GTM teams. • Strong analytical mindset with experience defining and measuring customer success and adoption metrics. • Experience administering or optimizing Customer Success/CRM tools (e.g., Gainsight, Salesforce, Hubspot, ChurnZero, Planhat) and operational ticketing systems (e.g., Zendesk, Jira). • Willingness to travel for client and company-related events.

🏖️ 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