Senior Client Success Manager, BlackCloak
$65-80k
Digital executive protection
Be an early applicant
Digital executive protection
101-200 employees
Be an early applicant
$65-80k
101-200 employees
Company mission
To protect the digital lives of those at great risk.
Role
Who you are
- 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
- 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
- Proven ability to lead live virtual sessions and present to executive audiences with confidence
- Strong judgment and the autonomy to resolve complex or ambiguous client situations without escalation, and to escalate well when it matters
- Ability to manage a high-velocity book of business, prioritize under pressure, and stay composed during escalations
- Highly developed customer service skills, including empathy and relationship building
- Exceptional verbal and written communication skills
- Ability to work in a remote environment with a high degree of autonomy
- Attention to detail and accuracy is a must
- Willingness to travel in limited circumstances
What the job involves
- As a Senior Client Success Manager, you’ll be the primary strategic advisor to a dedicated portfolio of BlackCloak’s most complex and high-profile clients, guiding executives and high-net-worth individuals on their personal digital privacy and security.
- You’ll run a proactive rhythm across your portfolio by spotting risks early, leading onboarding sessions, executive briefings, and Quarterly Business Reviews, and building tailored security plans that go beyond standard onboarding.
- Working closely with our Technical Success, Security, and Cyber teams, you’ll alert clients to new threats as they emerge and lead the resolution of serious identity theft and account compromise cases with complete discretion.
- You’ll also mentor fellow CSMs and share best practices across the team.
- The ideal candidate is a polished, confident communicator who can turn technical detail into clear business language, and who cares about delivering outstanding, memorable experiences to every client
- Manage a dedicated portfolio of BlackCloak's most complex and high-profile clients, serving as their primary strategic advisor on personal digital privacy and security
- Run a proactive operating rhythm across your portfolio: documented cadences, risk identification, and early escalation before issues surface on the client's side
- Lead live virtual sessions, including onboarding, enablement, and executive briefings, walking clients through the platform and their risk posture clearly and confidently
- Communicate with executives and high-net-worth individuals through polished, concise written outreach and live conversations, tailored to each client's preferences and risk profile
- Prepare and lead forward-looking Quarterly Business Reviews and other executive meetings, using data to recommend next steps and demonstrate value
- Analyze each client's threat landscape and build bespoke security plans that go beyond standard onboarding, including advanced privacy hardening
- Work with cross-functional teams to alert clients immediately upon discovery of new cyber or privacy threats, and serve as the point of contact until risks are remediated or accepted
- Act as lead investigator and restoration specialist for severe identity theft cases and complex compromised accounts, handling sensitive situations with extreme discretion
- Partner with the Technical Success and Security teams and fellow CSMs to resolve client inquiries and coordinate resources
- Serve as a peer mentor to CSMs: shadow calls, give constructive feedback on soft skills and technical accuracy, and share best practices with the broader team
- Record and manage all client interactions in BlackCloak's Client Success tools, and contribute to client communications and education initiatives
- Maintain deep, current knowledge of BlackCloak's platform and the threat landscape facing executive clients, and translate technical detail into business language
- Support external and internal customer-facing events. There is potential for limited travel
- Participate in on-call shifts for client support, including nights and weekends, as needed
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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