# 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, It Help Desk, Cybersecurity, Privacy, Identity Theft, Fraud Management, Risk Management, Comptia Security+, Client Onboarding, Customer Relationship Management
**Posted:** 2026-09-01

> Manages client onboarding, adoption, enablement, threat communications, and identity-theft case resolution for a cybersecurity and privacy platform. Requires 2–3+ years in customer success or IT help desk work, strong communication skills, and comfort leading virtual client sessions.

## Job Description

## 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.

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