Client Success Manager

Responsibilities

• Participate in client onboarding sessions and help create onboarding and follow-up materials.
• Conduct periodic outreach to help clients use the platform effectively and drive ongoing value.
• Partner with Technical Success to respond to customer inquiries and coordinate resources.
• Lead client enablement and support sessions.
• Coordinate communications about cyber and privacy threats, and help ensure risks are remediated or accepted.
• Manage confirmed identity theft cases from discovery through resolution.
• Assist with restoration of compromised accounts, including synthetic identity fraud, medical identity theft, and tax refund fraud.
• Support Account teams by preparing client-report data and participating in Quarterly Business Reviews and other client meetings.
• Record client interactions in client success tools.
• Contribute to client communications, education initiatives, and customer-facing events.
• Maintain knowledge of the company’s solutions, platform features, and best practices.
• Participate in on-call client support, including nights and weekends as needed.
• Limited travel may be required.

Requirements

• 2–3+ years of experience in Customer Success or an IT help desk role.
• Strong customer-service skills, including empathy and relationship building.
• Ability to lead live virtual sessions and explain products or processes clearly.
• Ability to work under pressure and organize and prioritize responsibilities.
• Ability to work remotely with a high degree of autonomy.
• Strong attention to detail and accuracy.
• Exceptional verbal and written communication skills, including resolving client issues by phone and email.
• Willingness to travel in limited circumstances.

Nice-to-haves

• Experience working with executive-level clients.
• 2+ years of relevant experience in cybersecurity, privacy, identity theft, fraud, data-breach management, or risk and compliance.
• CompTIA Security+ or similar security experience.