BLACKCLOAK is a cybersecurity and SaaS company that provides concierge digital protection for executives, families, and organizations. Its platform combines an app and dashboard with ongoing security monitoring and incident response to help protect personal devices, home networks, and private data from cyber threats. By focusing on the security of both connected environments and the sensitive information they contain, BLACKCLOAK addresses the personal digital risks faced by high-value individuals and businesses.
Senior Enterprise Relationship Manager — Remote, United States
Manage BlackCloak’s largest enterprise accounts, building executive relationships and guiding onboarding, retention, and adoption. Use account insights and AI workflows to demonstrate program value and support account growth.
Description
- Manage relationships with BlackCloak’s largest enterprise clients, including executive sponsors, security leaders, and enrolled members and families.
- Drive account retention and adoption, tracking net revenue retention, logo retention, enrollment, onboarding, and utilization.
- Lead onboarding for complex, high-profile accounts in partnership with Sales.
- Monitor account health, address emerging risks, and lead recovery plans for at-risk clients.
- Build executive relationships that sustain client engagement through leadership changes.
- Analyze account data to demonstrate program value and prepare business reviews for senior stakeholders.
- Use AI tools and workflows to streamline routine tasks, analyze account data, and create client-ready reviews and reports.
- Coordinate training and partner with internal teams to resolve client issues promptly.
- Find opportunities to expand program coverage and develop account strategies with Sales.
- Improve team playbooks, account health criteria, and processes using insights from client work.
- Mentor ERM colleagues, share best practices, and help onboard new team members.
- Provide sound account assessments for portfolio health reviews and forecasts.
Requirements
- Have a relevant bachelor’s degree or equivalent experience.
- Bring at least five years of customer success or account management experience focused on enterprise clients.
- Understand cybersecurity and privacy concepts well enough to discuss them credibly with security leaders.
- Communicate confidently with senior stakeholders, lead business reviews, and handle challenging conversations with executive presence.
- Use data to evaluate account health, forecast risk, and demonstrate program value.
- Have practical experience with AI tools and creating AI-assisted workflows to improve individual and team productivity.
- Have extensive experience with a CRM or customer success platform such as Planhat, Gainsight, Salesforce, or a comparable tool.
- Show a record of improving retention and adoption, with working knowledge of metrics such as NRR, logo retention, and utilization.
- Have experience managing escalations and recovering at-risk accounts.
- Work independently with a complex account portfolio and contribute to better team processes.
- Be interested in mentoring and supporting colleagues.
- Use discretion and sound judgment with executives, high-net-worth individuals, and sensitive personal information.
- Be willing to travel to meet clients when needed.
Benefits
- Work remotely from within the United States.
- Access medical, dental, and vision plans, including an option for the company to pay 100% of employee monthly premiums and 50% of dependent monthly premiums.
- Receive a company contribution to a Health Savings Account when enrolled in an eligible medical plan.
- Use a flexible vacation plan.
- Receive 10 paid company holidays.
- Get company-paid life, AD&D, and short- and long-term disability insurance.
- Access a 401(k) with traditional and Roth options and an employer match.
- Receive company equity.
- Get paid parental leave and pregnancy recovery leave.
- Attend company and team off-sites and virtual events throughout the year.
- Receive a home office stipend.