Senior Client Success Manager
New
B
BlackCloakCybersecurity and privacy
Listing location: United States; Workplace type: RemoteFull-TimeManager
Salary65,000 - 80,000 USD per year
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Job Details
- Experience
- 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
- Required Skills
- CybersecurityCustomer Success
Requirements
- Have 3+ years of experience in a Customer Success or Premium Support role.
- Have 1-2+ years of experience working with executive-level or high-profile clients.
- Be able to lead live virtual sessions and present confidently to executive audiences.
- Demonstrate strong judgment and autonomy in resolving complex or ambiguous client situations and escalating when appropriate.
- Be able to manage a high-velocity book of business, prioritize under pressure, and remain composed during escalations.
- Demonstrate empathy, relationship-building ability, and highly developed customer service skills.
- Have exceptional verbal and written communication skills.
- Be able to work remotely with a high degree of autonomy.
- Maintain attention to detail and accuracy.
- Be willing to travel in limited circumstances and participate in on-call shifts, including nights and weekends, as needed.
- 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.
Responsibilities
- Manage a dedicated portfolio of complex and high-profile clients as their primary strategic advisor on personal digital privacy and security.
- Establish documented client cadences, identify risks early, and escalate issues before they surface on the client's side.
- Lead virtual onboarding, enablement, executive briefing, and Quarterly Business Review sessions.
- Analyze client threat landscapes and create tailored security plans, including advanced privacy hardening.
- Coordinate with Technical Success, Security, and Cyber teams to alert clients to threats and track risks through remediation or acceptance.
- Investigate severe identity theft and complex compromised-account cases and lead restoration efforts.
- Mentor fellow CSMs by shadowing calls, giving feedback, and sharing best practices.
- Record client interactions in Client Success tools and contribute to client communications and education initiatives.
- Support customer-facing events and participate in on-call client support shifts as needed.
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