# Client Success Manager

**Company:** [BlackCloak](https://hotfix.jobs/companies/blackcloak)
**Location:** Remote
**Role:** Customer Success
**Salary:** $55k – $70k/yr
**Experience:** 2+ years
**Skills:** Customer Success, Cybersecurity, Privacy, Identity Theft, Fraud Detection, Comptia Security+, Client Onboarding, Threat Remediation, Client Communication Tools, Quarterly Business Reviews
**Posted:** 2026-01-23

> Manages client relationships, drives platform adoption, handles onboarding, threat alerts, and identity theft resolutions for cybersecurity platform. Requires 2+ years in customer success or IT help desk with strong communication skills.

## Job Description

## What You Will Do
- Participate in client onboarding sessions.
- Provide advice and guidance (and assist as needed) in the creation of client onboarding and follow-up materials/activities.
- Conduct periodic outreach to existing clients to ensure clients are utilizing the BlackCloak platform to its fullest extent.
- Partner with the Technical Success team in responding to customer inquiries and coordinating resources to meet those needs.
- Run client enablement and support sessions.
- Work with cross-functional teams to alert clients immediately upon discovery of new cyber or privacy threats and risks. Serve as a dedicated resource and point of contact to ensure the threats/risks are remediated or accepted by the client.
- Serve as a dedicated case manager for confirmed identity theft incidents. Handle the end-to-end resolution process so the client does not have to navigate the bureaucracy alone.
- Assist in the restoration of compromised accounts, including synthetic identity fraud, medical identity theft, and tax refund fraud.
- Support Account teams by pulling data for client reports and participate in Quarterly Business Reviews and other ad hoc client meetings as requested.
- Manage and record client interactions within the BlackCloak set of Client Success tools.
- Contribute to client communications and education initiatives.
- Maintain working knowledge of BlackCloak’s solutions, platform features, and best practices.
- Support external and internal customer-facing initiatives and events. There is a potential for limited travel.
- Participate in on-call shifts for client support, including nights and weekends, or as needed.

## What You Will Need to be Successful
- 2-3+ years of experience in a Customer Success or IT help desk role.
- Experience working with executive level clients is a plus.
- 2+ year(s) of relevant experience, preferably in areas such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is a plus.
- CompTIA Security+ or similar security experience is a plus.
- Ability to display highly developed customer service soft skills including empathy and relationship building skills.
- Ability to work under pressure, organize and prioritize responsibilities.
- Ability to work in a remote environment with a high degree autonomy.
- Attention to detail and accuracy is a must.
- Exceptional verbal and written communication skills; must be able to resolve client issues via phone and/or email.
- Willingness to travel in limited circumstances.

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