Client Success Manager, BlackCloak
Private Client Services
$55-70k
+ equity
Digital executive protection
Be an early applicant
Digital executive protection
101-200 employees
Be an early applicant
$55-70k
+ equity
101-200 employees
Company mission
To protect the digital lives of those at great risk.
Role
Who you are
- The ideal candidate will also have a strong interest in furthering their knowledge in cybersecurity and privacy
- 2-3+ years of experience in a Customer Success or IT help desk role
- Experience working with executive level clients is a plus
- 2+ year(s) of relevant experience, preferably in areas such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is a plus
- CompTIA Security+ or similar security experience is a plus
- Ability to display highly developed customer service soft skills including empathy and relationship building skills
- Ability to work under pressure, organize and prioritize responsibilities
- Ability to work in a remote environment with a high degree autonomy
- Attention to detail and accuracy is a must
- Exceptional verbal and written communication skills; must be able to resolve client issues via phone and/or email
- Willingness to travel in limited circumstances
What the job involves
- As a Client Success Manager, you’ll be responsible for communicating directly with clients, primarily through phone, video conference, and email. You will work closely with our internal Account, Value, Product and Cyber teams to ensure a flawless experience with BlackCloak from the beginning
- You will help to ensure the successful adoption of the BlackCloak platform and participate in activities to drive on-going value for the client. You should be the type of person that exhibits passion for delivering outstanding and memorable experiences and delighting clients always
- Participate in client onboarding sessions
- Provide advice and guidance (and assist as needed) in the creation of client onboarding and follow-up materials/activities
- Conduct periodic outreach to existing clients to ensure clients are utilizing the BlackCloak platform to its fullest extent
- Partner with the Technical Success team in responding to customer inquiries and coordinating resources to meet those needs
- Run client enablement and support sessions
- Work with cross-functional teams to alert clients immediately upon discovery of new cyber or privacy threats and risks. Serve as a dedicated resource and point of contact to ensure the threats/risks are remediated or accepted by the client
- Serve as a dedicated case manager for confirmed identity theft incidents. Handle the end-to-end resolution process so the client does not have to navigate the bureaucracy alone
- Assist in the restoration of compromised accounts, including synthetic identity fraud, medical identity theft, and tax refund fraud
- Support Account teams by pulling data for client reports and participate in Quarterly Business Reviews and other ad hoc client meetings as requested
- Manage and record client interactions within the BlackCloak set of Client Success tools
- 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. There is a potential for limited travel
- Participate in on-call shifts for client support, including nights and weekends, or 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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