Director of Customer Success, B2B

Florida, United States /

Success /

Full Time

/ Remote

BlackCloak’s mission is to protect corporate executives and high-profile individuals in their personal lives, mitigating risks to their families, companies, reputation, and finances. We defend our clients’ digital lives from hackers, privacy leaks, and identity theft. If you are passionate about helping to protect others, then keep reading - this may be your next great opportunity.

As a BlackCloak Manager of Customer Success, B2B, you’ll be responsible for developing a robust client nurturing strategy that ensures a seamless B2B client transition across the revenue, success, and support teams. Reporting to the Chief Experience Officer, you will contribute directly to top line revenue of the company taking into account B2B customer satisfaction, churn and renewals, and by establishing and maintaining impactful relationships with key client stakeholders. You will partner cross-functionally with revenue, support, success, and product to translate client needs and goals into actionable processes, resulting in an exceptional client experience.

You should be the type of person who enjoys building something from scratch, especially developing B2B customer nurturing processes. You will be a trusted advisor to our key stakeholders, and are fluent in communications with CISO and executive level clientele in the cybersecurity/privacy sector. You are a coach and team leader who will be an immediate value-add to our customer journey by putting in the work yourself to develop the current team while simultaneously fulfilling the role of “key point of contact” for our B2B customers.

Key Responsibilities

Develop and execute a tiered B2B customer experience model that supports BlackCloak’s strategic roadmap - particularly as it pertains to safeguarding and growing account lifetime value (LTV). Foremost, build upon the reputation of BlackCloak for delighting our customers through a differentiated, white glove experience.
Support the Revenue team not only in the post-sales and onboarding activities, but also in pre-sales activities to ensure a seamless transition for our B2B customers.
Establish and maintaining impactful relationships with key stakeholders (CISO and executive level partners) for all B2B accounts, acting as the main point of contact and ongoing relationship builder; develop and execute client communications strategy to share industry developments, real time cyber/privacy updates, and personalized business reviews on a consistent basis to deliver customer insights
Maximize renewal rates and minimize churn by creating a comprehensive customer retention strategy focused on effective onboarding, account management, and an operational plan including specifics around the people, process, and technology required to achieve it.
Proactively identify issues across the entire customer experience. Work with department leaders to address them and improve underlying processes. Identify and diffuse challenging customer issues by acting as a coach and mentor to the immediate team, or becoming involved when escalation to BlackCloak leadership is appropriate.
Lead efforts to coordinate across departments to plan and execute all customer-focused communications and initiatives.
Define customer experience metrics, goals, and create a dashboard to report progress and provide indicators of improvement.

Qualifications

Bachelor's degree in Communications, Business Management or related field
7+ years of progressive experience in customer success, professional service and implementation, or similar experience in technology business
5+ years experience in the CyberSecurity and/or Risk Management field
Strong executive presence with the ability to set vision and strategy for customer account management and lead the organization through change.
Sound analytical skills with the ability to quantify customer health and engagement through meaningful metrics that support informed, data-driven strategy and execution.
Strong organizational and project management skills.
Director-level communication and interpersonal skills.
Experience with CRM and Data Analytics tools and platforms.

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About BlackCloak

BlackCloak is an extremely fast-growing company in an entirely new product category. We have amazing product fit validated by industry awards and an impressive client base of Fortune 500 companies across all industries.

BlackCloak offers a competitive salary, exceptional benefits, and a dynamic work environment.

BlackCloak is headquartered in Orlando, Florida and has a remote workforce throughout the U.S.

Benefits

100% Remote

100% Paid Employee Medical Insurance Premium

401k match

Company Equity

PTO and Sick Leave

Paid Holidays

Multiple off-site events throughout the year

In-home office stipend

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