Customer Success Manager – Executive & Family Office

Job not on LinkedIn

🔥 20 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $150k - $200k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Administrative Assistant

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Cloaked

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

🔐 Security

👥 B2C

☁️ SaaS

Security • B2C • SaaS

Cloaked is a consumer-focused privacy and security company that helps individuals remove and mask personal data, fight surveillance, and recover from identity theft. The service removes personal information from 1,000+ people-search and broker sites, provides phone-number and email aliases (masked inboxes), spam-call blocking (Call Guard), dark web and SSN monitoring, a VPN, password management, masked virtual cards (Cloaked Pay beta), and $1M identity theft insurance with 24/7 support. Cloaked offers free safety scans, family and enterprise options, ongoing monitoring and alerts, opt-out guidance, and resources/research advocating for stronger privacy protections.

📋 Description

• Serve as the named, dedicated concierge from contract signature onward • Guide clients through onboarding and get them fully protected • Lead household and family onboarding • Coordinate services included in each client engagement • Run ongoing client relationships through regular check-ins and milestone reviews • Provide a reachable point of contact during covered hours, with handoff to the broader team otherwise • Handle on-demand requests and escalations • Explain security activity and rationale to build client confidence • Partner with Engineering to diagnose and resolve issues • Translate technical realities into language trusted by non-technical principals • Maintain absolute discretion with sensitive personal information • Help define concierge playbooks, SOPs, and handoffs • Surface recurring client needs to influence product and tooling • Contribute to engagement scoping and staffing

🎯 Requirements

• Experience in a high-touch client-facing role such as customer success, solutions engineering, executive/personal protection, concierge, or technical support • Strong hands-on technical troubleshooting skills • Comfort with security tooling, devices, and systems • Exceptional communication and emotional intelligence • Discretion and judgment when handling extremely sensitive personal information • Comfort operating in ambiguity and building processes from scratch • Core discretion and integrity • Ability to build strong relationships virtually • Ability to remain calm and professional with political, cultural, and high-profile clients • Privacy, identity, personal/executive security, or protection background is nice to have • Early-stage or first-hire experience is nice to have • Experience serving HNW individuals, family offices, or C-suite executives is nice to have

🏖️ Benefits

• Estimated base salary of $150K–$200K • Equity