Client Success Manager (CSM) (Cybersecurity)

Location: United States; remote

Company

BlackCloak provides a cybersecurity and privacy platform supported by a 24/7 Client Security Operations Center.

What you will do

• Participate in client onboarding sessions and help improve onboarding and follow-up materials.
• Conduct regular outreach to drive full adoption of the BlackCloak platform.
• Coordinate with Account, Value, Product, and Cyber teams when cyber or privacy threats are identified, supporting remediation or risk acceptance.
• Manage confirmed identity theft incidents from initial report through resolution.
• Lead client enablement sessions, support Quarterly Business Reviews, and document interactions in Client Success tools.
• Participate in on-call client support shifts, including nights and weekends.

Requirements

• Two to three years of experience in client success or an IT help desk role.
• Exceptional verbal and written communication with the ability to resolve issues by phone and email.
• Confidence leading live virtual sessions and explaining products or processes clearly.
• Strong service orientation, empathy, relationship-building, organization, and attention to detail.
• Ability to work autonomously and prioritize under pressure in a remote environment.
• Willingness to travel in limited circumstances.

Nice to have

• Experience working with executive-level clients.
• Experience in cybersecurity, privacy, identity theft, fraud, risk, or compliance.
• CompTIA Security+ certification.

Culture & Benefits

• Full-time remote work from the United States.
• Direct client communication by phone, video conference, and email.
• Opportunities to deepen cybersecurity and privacy expertise.
• On-call support coverage includes nights and weekends.