Head of Value Engineering & Client Success Operations, BlackCloak
$175-225k
+ Company Equity
Digital executive protection
Job no longer available
Digital executive protection
101-200 employees
Job no longer available
$175-225k
+ Company Equity
101-200 employees
Company mission
To protect the digital lives of those at great risk.
Role
Who you are
- You're passionate about customers, managing a team, protecting against cyber threats and thrive in a fast-paced environment
- 7+ years of experience in Customer Success Operations, Product Marketing, or Technical Enablement within a B2B SaaS environment, preferably cybersecurity, focused on driving value at various lifecycle stages
- Proven ability to translate complex technical capabilities into clear business benefits and scalable processes,
- Proven ability to evaluate success criteria of customers then delivering value to that criteria via the product, content and support
- Demonstrated success in transitioning Success or Enablement teams from a startup-stage operation to a scaled, mature organization by establishing critical infrastructure
- Experience in running and prioritizing strategic programs and managing high-performing teams focused on driving measurable customer value and cross-functional alignment
- Proven ability to create economies of scale by implementing automation and standardization to maximize value delivery per customer
- Exceptional project management skills and experience managing cross-functional initiatives involving Product, Engineering, and GTM teams
- Strong analytical mindset with experience defining and measuring customer success and adoption metrics
- Experience administering or optimizing Customer Success/CRM tools (e.g., Gainsight, Salesforce, Hubspot, ChurnZero, Planhat) and operational ticketing systems (e.g., Zendesk, Jira)
- Willingness to travel for client and company-related events
What the job involves
- The Head of Value Engineering & CS Operations is a strategic leader responsible for ensuring every customer across our enterprise portfolio achieves measurable success and realizes maximum value from the BlackCloak features, product, and platform offering
- This role operates within the Operations organization, acting as the critical cross-functional link that educates, enables and affirms customers are taking full advantage of their subscription based on their personal digital protection needs
- They will work cross functionally with GTM, Product, and Account Success teams to translate features into value for members, through various delivery channels such as email, in-app, videos, webinars, and other effective means of communication
- They will work to develop more sophisticated playbooks, based on customer needs and automation, while maintaining BC's signature personalized concierge approach
- Work with client facing teams to translate core product features into clear, compelling value propositions and assist in aligning product messaging with member expectations, cybersecurity best practices, and industry trends
- Partner with Account Success teams to define and track success criteria, prioritizing the utilization of high-value features for optimal security and business outcomes
- Leverage detailed data to derive insights on vertical specific use cases , deal Customer Profiles (ICPs), and current geopolitical or threat landscape events to proactively educate internal and external customers. This supports pre-sales conversations, informs renewal/expansion strategies, and ensures continuous value delivery
- Partner with the Success, Product and Marketing teams to develop and execute a comprehensive member outreach strategy, offering multiple forums for communication (e.g., webinars, knowledge base articles, in-app alerts, email campaigns)
- Develop and maintain internal operational playbooks, Knowledge Base (KB) articles, Standard Operating Procedures (SOPs), and training programs for the client-facing frontline teams to ensure consistent, high-quality engagement, as well as effective customer utilization
- Collaborate with Success, Product and Marketing to facilitate and coordinate activities related to BlackCloak’s Customer Advisory Boards, capturing critical feedback to drive the product roadmap. This includes coordination of Beta and Early Access programs, along with feature evolution
- Serve as the internal Automations and AI incubator for the Operations organization, identifying and testing new technologies and processes to drive operational efficiency and scale BC’s service model
- Oversee the administration and optimization of critical operations platforms (e.g., CRM, CS, Ticketing, etc.) to ensure data integrity and streamlined workflows
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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