Senior Client Success Manager

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $65k - $80k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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BLACKCLOAK

WebsiteLinkedInAll Job Openings

11 - 50 employees

🔒 Cybersecurity

☁️ SaaS

💰 $11M Series A on 2021-07

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.

📋 Description

• 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 with documented cadences, risk identification, and early escalation • Lead live virtual onboarding, enablement, and executive briefing sessions • Communicate with executives and high-net-worth individuals through tailored written outreach and live conversations • Prepare and lead forward-looking Quarterly Business Reviews and other executive meetings • Analyze client threat landscapes and build bespoke security plans, including advanced privacy hardening • Alert clients to new cyber or privacy threats and lead risk remediation or acceptance • Investigate severe identity theft cases and complex compromised accounts, handling sensitive situations discreetly • Partner with Technical Success, Security, and fellow CSMs to resolve client inquiries and coordinate resources • Mentor CSMs through call shadowing, feedback, and best-practice sharing • Record and manage client interactions in Client Success tools and contribute to communications and education initiatives • Maintain current knowledge of the platform and executive-client threat landscape, translating technical detail into business language • Support external and internal customer-facing events, with potential limited travel • Participate in on-call client support shifts as needed

🎯 Requirements

• 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 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 • Participate in on-call shifts for client support, including nights and weekends, as needed

🏖️ Benefits

• 100% remote company within the USA • Comprehensive Medical, Dental, and Vision plans with a 100% employer-paid monthly premium option for employees and 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