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BlackCloak
Free to start · No card · 5 credits the moment you sign up
Manage 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
Own retention and adoption results for your book of business, including NRR, logo retention, enrollment, onboarding, and utilization
Lead onboarding for complex, high-profile accounts, working with Sales to set clear expectations and get members enrolled quickly
Monitor account health and adoption, step in early when risk appears, and lead the plan to recover at-risk accounts
Build executive-level relationships across each client so every account stays engaged through leadership changes
Use account data and analytics to show clients the value of their program, and turn those insights into clear, compelling business reviews for senior stakeholders
Use AI tools and workflows to automate routine work, analyze account data, and produce client-ready content, from business reviews to executive reports
Coordinate trainings and work with internal teams to resolve client issues quickly
Identify opportunities to expand program coverage and partner with Sales on strategy for your accounts
Help shape the team’s playbooks, health criteria, and processes based on what you see in your accounts
Mentor and support other ERMs, sharing best practices and helping onboard new team members
Contribute to portfolio health reviews and forecasting with accurate, well-reasoned account assessments
Bachelor’s degree in a relevant field, or equivalent experience
5+ years of experience in customer success or account management, with a focus on enterprise clients
Solid understanding of cybersecurity and privacy concepts, and the ability to discuss them credibly with security leaders
Confident communication and executive presence, including leading business reviews and difficult conversations with senior stakeholders
Strong analytical skills, with experience using data to assess account health, forecast risk, and show clients the value of their program
Hands-on experience with AI tools and building AI-assisted workflows that improve how you and your team work
Deep experience with a CRM or client success platform (Planhat, Gainsight, Salesforce, or similar)
Proven track record of driving retention and adoption, with working knowledge of metrics such as NRR, logo retention, and utilization
Experience managing escalations and recovering at-risk accounts
Ability to work independently, manage a complex book of business, and help improve team processes
Interest in mentoring and supporting other team members
Discretion and sound judgment when working with executives, high-net-worth individuals, and sensitive personal information
Willingness to travel to meet with clients when needed
Originally posted on Himalayas
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