What You Will Do
- Work with client facing teams to translate core product features into clear, compelling value propositions and assist in aligning product messaging with member expectations, cybersecurity best practices, and industry trends.
- Partner with Account Success teams to define and track success criteria, prioritizing the utilization of high-value features for optimal security and business outcomes.
- Leverage detailed data to derive insights on vertical specific use cases , deal Customer Profiles (ICPs), and current geopolitical or threat landscape events to proactively educate internal and external customers. This supports pre-sales conversations, informs renewal/expansion strategies, and ensures continuous value delivery.
- Partner with the Success, Product and Marketing teams to develop and execute a comprehensive member outreach strategy, offering multiple forums for communication (e.g., webinars, knowledge base articles, in-app alerts, email campaigns).
- Develop and maintain internal operational playbooks, Knowledge Base (KB) articles, Standard Operating Procedures (SOPs), and training programs for the client-facing frontline teams to ensure consistent, high-quality engagement, as well as effective customer utilization
- Collaborate with Success, Product and Marketing to facilitate and coordinate activities related to BlackCloak’s Customer Advisory Boards, capturing critical feedback to drive the product roadmap. This includes coordination of Beta and Early Access programs, along with feature evolution.
- Serve as the internal Automations and AI incubator for the Operations organization, identifying and testing new technologies and processes to drive operational efficiency and scale BC’s service model.
- Oversee the administration and optimization of critical operations platforms (e.g., CRM, CS, Ticketing, etc.) to ensure data integrity and streamlined workflows.
What You Need to be Successful
- 7+ years of experience in Customer Success Operations, Product Marketing, or Technical Enablement within a B2B SaaS environment, preferably cybersecurity, focused on driving value at various lifecycle stages.
- Proven ability to translate complex technical capabilities into clear business benefits and scalable processes,
- Proven ability to evaluate success criteria of customers then delivering value to that criteria via the product, content and support.
- Demonstrated success in transitioning Success or Enablement teams from a startup-stage operation to a scaled, mature organization by establishing critical infrastructure.
- Experience in running and prioritizing strategic programs and managing high-performing teams focused on driving measurable customer value and cross-functional alignment.
- Proven ability to create economies of scale by implementing automation and standardization to maximize value delivery per customer.
- Exceptional project management skills and experience managing cross-functional initiatives involving Product, Engineering, and GTM teams.
- Strong analytical mindset with experience defining and measuring customer success and adoption metrics.
- Experience administering or optimizing Customer Success/CRM tools (e.g., Gainsight, Salesforce, Hubspot, ChurnZero, Planhat) and operational ticketing systems (e.g., Zendesk, Jira).
- Willingness to travel for client and company-related events.
Top Skills
What We Do
BlackCloak protects corporate executives and high-profile individuals from cybersecurity, privacy, financial, and other reputational risks. Used by Fortune 500 companies across all industries, the BlackCloak Concierge Cybersecurity & Privacy™ Platform is a holistic solution including mobile and desktop apps as well as concierge support. Executives and high-profile individuals get peace of mind knowing their family, reputation, and finances are secured. Companies rest assured that their brand, intellectual property, data, and finances are protected against threats coming through executives without having to invade their personal lives.
BlackCloak stands out in the cybersecurity industry by focusing on the often-overlooked intersection of personal and corporate digital protection. Unlike traditional firms that solely prioritize corporate defenses, BlackCloak understands that the vulnerabilities of high-level executives and their families can pose significant risks to the entire company. By offering comprehensive and tailored solutions that shield both personal and professional digital environments, BlackCloak ensures a holistic approach to security. This unique emphasis on protecting every facet of an executive's digital life—from corporate email systems to personal devices and home networks—sets BlackCloak apart as a pioneer in safeguarding the modern business world.
Why Work With Us
Here, you're not just an employee; you're a guardian of digital trust, protecting both corporate assets and personal identities. You'll join a dynamic team of innovators who are passionate about staying ahead of cyber threats and delivering tailored solutions to our unique client base.
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