{"id":2398941,"url":"https://alion.io/job/blackcloak-senior-enterprise-relationship-manager","title":"Senior Enterprise Relationship 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":"Science & Research","role_family":"Science & Research","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":100000,"max":120000,"currency":"USD","period":"year","gross":null,"usd_annual":120000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-12T19:18:15Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-11-03T16:11:19Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"As a Senior Enterprise Relationship Manager, you’ll own a portfolio of BlackCloak’s largest and most strategic enterprise clients, building trusted relationships with executive sponsors, security leaders, and the executives and families enrolled in the program. You’ll be accountable for retention and adoption across your book of business. That means leading onboarding for complex, high-profile accounts, watching account health closely, and stepping in early when risk appears. Using account data, analytics, and AI-driven workflows, you’ll show clients the value of their program through clear, compelling business reviews, and you’ll partner with Sales to find opportunities to expand coverage. You’ll also mentor fellow ERMs and help shape the team’s playbooks and processes. The ideal candidate is a confident executive communicator who uses data and AI tools to work smarter, and who takes full ownership of retention and growth across their portfolio.\nWhat You Will Do\nManage a portfolio of BlackCloak’s largest and most strategic enterprise clients, building trusted relationships with executive sponsors, security leaders, and the executives and families enrolled in the program\n\nOwn retention and adoption results for your book of business, including NRR, logo retention, enrollment, onboarding, and utilization\n\nLead onboarding for complex, high-profile accounts, working with Sales to set clear expectations and get members enrolled quickly\n\nMonitor account health and adoption, step in early when risk appears, and lead the plan to recover at-risk accounts\n\nBuild executive-level relationships across each client so every account stays engaged through leadership changes\n\nUse account data and analytics to show clients the value of their program, and turn those insights into clear, compelling business reviews for senior stakeholders\n\nUse AI tools and workflows to automate routine work, analyze account data, and produce client-ready content, from business reviews to executive reports\n\nCoordinate trainings and work with internal teams to resolve client issues quickly\n\nIdentify opportunities to expand program coverage and partner with Sales on strategy for your accounts\n\nHelp shape the team’s playbooks, health criteria, and processes based on what you see in your accounts\n\nMentor and support other ERMs, sharing best practices and helping onboard new team members\n\nContribute to portfolio health reviews and forecasting with accurate, well-reasoned account assessments\n\nWhat You Need to be Successful\nBachelor’s degree in a relevant field, or equivalent experience\n\n5+ years of experience in customer success or account management, with a focus on enterprise clients\n\nSolid understanding of cybersecurity and privacy concepts, and the ability to discuss them credibly with security leaders\n\nConfident communication and executive presence, including leading business reviews and difficult conversations with senior stakeholders\n\nStrong analytical skills, with experience using data to assess account health, forecast risk, and show clients the value of their program\n\nHands-on experience with AI tools and building AI-assisted workflows that improve how you and your team work\n\nDeep experience with a CRM or client success platform (Planhat, Gainsight, Salesforce, or similar)\n\nProven track record of driving retention and adoption, with working knowledge of metrics such as NRR, logo retention, and utilization\n\nExperience managing escalations and recovering at-risk accounts\n\nAbility to work independently, manage a complex book of business, and help improve team processes\n\nInterest in mentoring and supporting other team members\n\nDiscretion and sound judgment when working with executives, high-net-worth 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