Senior Enterprise Relationship Manager
New
B
BlackCloakCybersecurity and privacy
Listing location: United States; Workplace type: RemoteFull-TimeManager
Salary100,000 - 120,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years of experience in customer success or account management, with a focus on enterprise clients
- Required Skills
- CybersecuritySalesforceAccount Management
Requirements
- Bachelor’s degree in a relevant field or equivalent experience.
- 5+ years of experience in customer success or account management, focused on enterprise clients.
- Solid understanding of cybersecurity and privacy concepts and ability to discuss them credibly with security leaders.
- Confident executive communication, including leading business reviews and difficult conversations with senior stakeholders.
- Strong analytical skills and experience using data to assess account health, forecast risk, and demonstrate program value.
- Hands-on experience with AI tools and building AI-assisted workflows.
- Deep experience with a CRM or client success platform such as Planhat, Gainsight, or Salesforce.
- Track record of driving retention and adoption, with working knowledge of NRR, logo retention, and utilization.
- Experience managing escalations and recovering at-risk accounts.
- Ability to independently manage a complex book of business and improve team processes.
- 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.
Responsibilities
- Manage a portfolio of the company’s largest and most strategic enterprise clients.
- Own retention and adoption results, including NRR, logo retention, enrollment, onboarding, and utilization.
- Lead onboarding for complex, high-profile accounts and work with Sales to set expectations and enroll members quickly.
- Monitor account health and adoption, identify emerging risks, and lead recovery plans for at-risk accounts.
- Build executive-level relationships across client organizations and maintain engagement through leadership changes.
- Use account data and analytics to prepare business reviews and demonstrate program value to senior stakeholders.
- Use AI tools and workflows to automate routine work, analyze account data, and produce client-ready content.
- Coordinate trainings and work with internal teams to resolve client issues.
- Identify opportunities to expand program coverage and partner with Sales on account strategy.
- Mentor other ERMs and contribute to playbooks, health criteria, processes, portfolio health reviews, and forecasting.
View Full Description & ApplyYou'll be redirected to the employer's site
