Director of Enterprise Member Success, BlackCloak
$165-175k
+ Company Equity
More information about location
Digital executive protection
Job no longer available
Digital executive protection
101-200 employees
Job no longer available
$165-175k
+ Company Equity
More information about location
101-200 employees
Company mission
To protect the digital lives of those at great risk.
Role
Who you are
- The ideal candidate has a background in cybersecurity and/or privacy and demonstrates a proven history of best practices, yet challenges the status quo given automation, and innovation
- Knowing how to work with minimal resources to max output for customers, team members, and company exponential growth
- 5+ years of experience in Customer Success, Member Success, Customer Marketing or lifecycle management, with at least 3+ years in leadership or directorial capacity
- Proven track record of designing, implementing, and scaling automated client nurture or customer marketing programs in a B2B SaaS environment
- Deep functional knowledge of Customer Success platforms (e.g., Gainsight, Planhat) and CRM systems (e.g., Salesforce)
- Familiarity with marketing automation tools (e.g., HubSpot, Marketo) and email deliverability best practices
- 4+ years of relevant experience, preferably in areas such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is a plus
- Ability to display highly developed customer service soft skills including empathy and relationship building skills
- Demonstrated experience working directly with executive-level and VIP clients is preferred
- A strategic mindset with the ability to contribute to the development and execution of Member Success strategies focused on maximizing customer retention and driving organic growth (e.g., upsell/cross-sell)
- Excellent written and verbal communication skills with a focus on building strong client relationships
- Proven ability to identify and address challenges, ensuring optimal client experiences
- Ability to work in a remote environment with a high degree autonomy
What the job involves
- We are looking for a strategic and highly motivated Director of Enterprise Member Success to design, implement, and manage a best-in-class client nurture program
- This role is crucial for ensuring our members not only realize the full value of our service but are also actively engaged, leading to higher satisfaction, reduced churn, and increased lifetime value
- This is a client-facing role that is integral in establishing and maintaining relationships with our clients through their onboarding and nurture processes
- You will own the entire post-sale client journey, focusing specifically on scaling personalized engagement through automated and high-touch nurture strategies
- You will partner closely with the Account Success, Technical Success, and Security Operations teams to ensure a delightful client experience
- Develop a comprehensive client nurture strategy, mapping the customer lifecycle (onboarding, adoption, retention, advocacy) to identify key touchpoints and moments of truth
- Establish and optimize automated processes and AI tools across the client lifecycle to create economies of scale, ensuring consistent, high-quality success outcomes for a growing member base
- Implement scalable, automated nurture campaigns (email, in-app messaging, webinars, etc.) to drive adoption of features, provide proactive support, and educate clients on best practices
- Define client segmentation strategies based on usage data, tenure, industry, and value tier to deliver highly personalized and relevant content
- Collaborate with the Member Success and Account Success teams to ensure the automated nurture programs effectively complement the high-touch engagement for enterprise and strategic accounts
- Collaborate with Onboarding and Support teams to ensure a seamless client/member integration into our cybersecurity and privacy platform and services
- Collaborate with Value Success, Marketing and Product teams to develop the right content assets for each stage of the nurture journey
- Oversee the execution of nurture programs within our CRM and/or Member Success platforms
- Collaborate with Value Success to create internal documentation and training for the broader success team on how to leverage and reinforce the initiatives within the nurture program
- Establish clear Key Performance Indicators (KPIs) for the nurture program, including adoption rates, engagement scores, time-to-value, churn reduction, and net promoter score (NPS)
- Continuously monitor program performance, conduct A/B testing on messaging and delivery channels, and use data-driven insights to refine the strategy and maximize results
- Deliver regular, concise reports to executive leadership on the health of the client base and the impact of the nurture programs
- Participate in onboarding and client nurture sessions as applicable
- Serve as the escalation point for any client issues (managing those issues until closure) as well as an escalation point outside of standard work hours, including nights and weekends, or as needed
- Ensure client feedback and experiences (positive and negative) are escalated and shared with the applicable teams within BlackCloak
- Work closely with cross-functional teams, including Security, Sales, Marketing, Enterprise Relationships, Product, Engineering, Operations, and Technical Support, to ensure a cohesive and client-centric approach
- Act as a player-coach, providing support and expertise, while also managing the team's overall success
- Contribute to client communications and education initiatives
- Maintain working knowledge of BlackCloak’s solutions, platform features and best practices
- Support external and internal customer-facing initiatives and events
Our take
As international cybersecurity efforts have strengthened corporate and state environments, cybercriminals are focusing more on individuals. High-net-worth and high-profile individuals are softer targets. And, whilst cybersecurity and defence companies focus on protecting larger networks, these people do not have a platform to fortify their digital assets.
BlackCloak provides this missing safety with digital executive protection for family offices and individuals, delivering a triple-pronged suite of digital guidance, concierge and automation tools. Its data hardening and financial safeguarding are complemented by location tracking and cyberstalking protection, reaching out of the digital space and into physical protection too.
The company differentiates itself in the crowded cybersecurity market by this focus on the individual over the company. And, with 28% of ultra-high-net-worth families, family offices and family businesses experiencing cyberattacks, it has a lot of potential. Investors think so too, investing funds that will be directed into further enhancing its platform.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Sep 2024
$17m
SERIES B
Jul 2021
$11m
SERIES A
Total funding: $30.7m
Company benefits
- Fully remote
- Medical, Dental & Vision
- Flexible hours
- Generous Vacation Policy
- Competitive salary
- HSA
- Periodic Offsites
- 401k with employer match
- Home Office Stipend
Company HQ
Central Business District, Orlando, FL
Leadership
Christopher Pierson
(Founder & CEO)Currently a Distinguished Fellow at Ponemon Institute and National Advisory Board Member at SecureWorld Expo. Was a Board Advisor at ViewPost and sat on the Advisory Committee for Data Privacy and Integrity Advisor for the US Department of Homeland Security.
Ingrid Gliottone
(Customer Experience Officer)Prior to joining bLackCloak in 2019, Ingrid was a Director of Customer Success at ProcessUnity and a Director of Information Assurance at Viewpost. She also spent nearly 7 years at Citizens Financial Group, joining as a Risk Specialist before becoming a Risk Associate and Third Party Assurance Analyst.
Chris Linde
(Chief Administrative Officer & General Counsel)Previously, Chris was an Attorney at Losey and Burr & Forman, COO & General Counsel at Habitat for Humanity Greater Orlando & Osceola County, and an Associate General Counsel at Viewpost.
Rob Duncan
(CRO)Rob joined BlackCLoak in 2022 as VP of Global Sales, moving into the role of CRO in 2025. Prior to BlackCloak, he was a VP of Global Sales at Theta Lake, VP of Americas West & LATAM at Forescout Technologies and VP of Sales, Americas at Avi Networks.
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