{"id":2204890,"url":"https://alion.io/job/blackcloak-senior-client-success-manager","title":"Senior Client Success Manager","company":{"id":1798008,"name":"BlackCloak","domain":"blackcloak.io","url":"https://alion.io/company/blackcloak","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":65000,"max":80000,"currency":"USD","period":"year","gross":null,"usd_annual":80000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-09T20:33:33Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-23T20:24:32Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"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.\nWhat You Will Do\nManage a dedicated portfolio of BlackCloak's most complex and high-profile clients, serving as their primary strategic advisor on personal digital privacy and security.\n\nRun a proactive operating rhythm across your portfolio: documented cadences, risk identification, and early escalation before issues surface on the client's side.\n\nLead live virtual sessions, including onboarding, enablement, and executive briefings, walking clients through the platform and their risk posture clearly and confidently.\n\nCommunicate with executives and high-net-worth individuals through polished, concise written outreach and live conversations, tailored to each client's preferences and risk profile.\n\nPrepare and lead forward-looking Quarterly Business Reviews and other executive meetings, using data to recommend next steps and demonstrate value.\n\nAnalyze each client's threat landscape and build bespoke security plans that go beyond standard onboarding, including advanced privacy hardening.\n\nWork 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.\n\nAct as lead investigator and restoration specialist for severe identity theft cases and complex compromised accounts, handling sensitive situations with extreme discretion.\n\nPartner with the Technical Success and Security teams and fellow CSMs to resolve client inquiries and coordinate resources.\n\nServe 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.\n\nRecord and manage all client interactions in BlackCloak's Client Success tools, and contribute to client communications and education initiatives.\n\nMaintain deep, current knowledge of BlackCloak's platform and the threat landscape facing executive clients, and translate technical detail into business language.\n\nSupport external and internal customer-facing events. There is potential for limited travel.\n\nParticipate in on-call shifts for client support, including nights and weekends, as needed.\n\nWhat You Need to be Successful\n3+ years of experience in a Customer Success or Premium Support role\n\n1-2+ years of experience working with executive-level or high-profile clients\n\nExperience in cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is a plus\n\nCompTIA Security+ or similar security experience is a plus; CIPP/US is highly preferred\n\nProven ability to lead live virtual sessions and present to executive audiences with confidence\n\nStrong judgment and the autonomy to resolve complex or ambiguous client situations without escalation, and to escalate well when it matters\n\nAbility to manage a high-velocity book of business, prioritize under pressure, and stay composed during escalations\n\nHighly developed customer service skills, including empathy and relationship building\n\nExceptional verbal and written communication skills\n\nAbility to work in a remote environment with a high degree of autonomy\n\nAttention to detail and accuracy is a must\n\nWillingness to travel in limited circumstances","description_format":"text","description_chars":4180,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security","Managed Security"],"lifecycle":[{"event":"open","at":"2026-10-09T22:51:57Z"}],"visa":[],"liveness":{"score":77,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.858,"p_room":0.9,"age_days":13,"expected_fill_days":35,"reasons":["conf:0","win:mid"],"computed_at":"2026-10-23T05:54:15Z"},"pay":{"stated_usd_annual":80000,"is_top_pay":false},"html_url":"https://alion.io/job/blackcloak-senior-client-success-manager","json_url":"https://alion.io/job/blackcloak-senior-client-success-manager.json","meta":{"generated_at":"2026-10-23T23:16:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6548,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1798008},"rest":"https://alion.io/mcp/rest/get_company?id=1798008"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fblackcloak-senior-client-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fblackcloak-senior-client-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fblackcloak-senior-client-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/blackcloak-senior-client-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fblackcloak-senior-client-success-manager"}]}