BlackCloak is looking for a Director of Enterprise Member Success to design, implement, and manage a best-in-class client nurture program. The ideal candidate has a background in cybersecurity and/or privacy and demonstrates a proven history of best practices, yet challenges the status quo given automation, and innovation.
Requirements
- 5+ years of experience in Customer Success, Member Success, Customer Marketing or lifecycle management, with at least 3+ years in leadership or directorial capacity.
- Proven track record of designing, implementing, and scaling automated client nurture or customer marketing programs in a B2B SaaS environment.
- Deep functional knowledge of Customer Success platforms (e.g., Gainsight, Planhat) and CRM systems (e.g., Salesforce).
- Familiarity with marketing automation tools (e.g., HubSpot, Marketo) and email deliverability best practices.
- 4+ years of relevant experience, preferably in areas such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is a plus
- Ability to display highly developed customer service soft skills including empathy and relationship building skills
- Demonstrated experience working directly with executive-level and VIP clients is preferred.
- A strategic mindset with the ability to contribute to the development and execution of Member Success strategies focused on maximizing customer retention and driving organic growth (e.g., upsell/cross-sell).
- Excellent written and verbal communication skills with a focus on building strong client relationships.
- Proven ability to identify and address challenges, ensuring optimal client experiences.
- Ability to work in a remote environment with a high degree autonomy
- Willingness to travel in limited circumstances
Benefits
- 100% Remote Company, within the USA
- Comprehensive Medical, Dental, and Vision plans with a 100% employer-paid monthly premium option for employees & 50% employer-paid monthly premiums for dependents.
- Health Savings Account with company contribution for eligible medical plans.
- Flexible Vacation Plan
- 10 Paid Company Holidays
- 100% employer-paid Life, AD&D and Short- and Long-Term Disability Insurance
- 401k with Traditional and Roth options, including employer match.
- Company Equity
- Paid Parental and Pregnancy Recovery Leave
- Company and team off-sites and virtual events throughout the year
- Home office stipend
