Join the BlackCloak CSOC Talent Community - Client Success Manager (CSM)

Summary

BlackCloak operates a Client Security Operations Center that protects members around the clock. The Client Success Manager owns client relationships after onboarding, guides clients through their security posture, supports platform adoption, communicates cyber and privacy risks, and manages identity theft incidents through resolution.

Responsibilities

• Participate in client onboarding sessions, and help shape onboarding and follow-up materials
• Conduct periodic outreach so clients use the BlackCloak platform to its fullest extent
• Partner with cross-functional teams to alert clients the moment we find a new cyber or privacy threat, then stay with it until the risk is remediated or accepted
• Serve as the dedicated case manager for confirmed identity theft incidents, handling end-to-end resolution so clients do not navigate the bureaucracy alone
• Run client enablement sessions, support Quarterly Business Reviews, and record every interaction in our Client Success tools
• Participate in on-call shifts for client support, including nights and weekends

Skills

• Two to three years in client success or an IT help desk role, with executive-level client experience a plus
• Exceptional verbal and written communication, and the ability to resolve client issues by phone and email
• Comfort leading live virtual sessions and walking clients through a product or process clearly and confidently
• Highly developed service instincts, including empathy and relationship building
• Ability to organize, prioritize, and work autonomously in a remote environment under pressure, with close attention to detail
• Willingness to travel in limited circumstances
• Cybersecurity, privacy, identity theft, fraud, or risk and compliance experience is a plus
• CompTIA Security+

Qualifications

Must Haves

• Two to three years in client success or an IT help desk role, with executive-level client experience a plus
• Exceptional verbal and written communication, and the ability to resolve client issues by phone and email
• Comfort leading live virtual sessions and walking clients through a product or process clearly and confidently
• Highly developed service instincts, including empathy and relationship building
• Ability to organize, prioritize, and work autonomously in a remote environment under pressure, with close attention to detail
• Willingness to travel in limited circumstances

Nice to Haves

• Cybersecurity, privacy, identity theft, fraud, or risk and compliance experience is a plus
• CompTIA Security+

Benefits

• Full Time
• Remote work arrangement