Senior Enterprise Relationship Manager - BlackCloak

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

As a Senior Enterprise Relationship Manager, you will own a portfolio of BlackCloak’s largest and most strategic enterprise clients. You'll build trusted relationships with executive sponsors, security leaders, and the executives and families enrolled in the program. You will be accountable for retention and adoption across your book of business, leading onboarding for complex, high-profile accounts, monitoring account health, and intervening early when risks arise. Leveraging account data, analytics, and AI-driven workflows, you will demonstrate program value through clear, compelling business reviews and partner with Sales to identify expansion opportunities. You will also mentor fellow ERMs and contribute to shaping team playbooks and processes. The ideal candidate is a confident executive communicator who uses data and AI tools to work smarter and takes full ownership of retention and growth across their portfolio.

Responsibilities

• Manage a portfolio of BlackCloak’s largest and most strategic enterprise clients, building trusted relationships with executive sponsors, security leaders, and enrolled executives and families.
• Own retention and adoption results for your book of business, including NRR, logo retention, enrollment, onboarding, and utilization.
• Lead onboarding for complex, high-profile accounts, collaborating with Sales to set clear expectations and ensure quick member enrollment.
• Monitor account health and adoption, intervene early when risk appears, and lead recovery plans for at-risk accounts.
• Build executive-level relationships across each client to maintain engagement through leadership changes.
• Utilize account data and analytics to demonstrate program value to clients, translating insights into clear, compelling business reviews for senior stakeholders.
• Employ AI tools and workflows to automate routine tasks, analyze account data, and produce client-ready content, from business reviews to executive reports.
• Coordinate trainings and collaborate with internal teams to resolve client issues promptly.
• Identify opportunities to expand program coverage and partner with Sales on account strategy.
• Help shape team playbooks, health criteria, and processes based on account observations.
• Mentor and support other ERMs, sharing best practices and assisting with new team member onboarding.
• Contribute to portfolio health reviews and forecasting with accurate, well-reasoned account assessments.

Qualifications

• Bachelor’s degree in a relevant field, or equivalent experience.
• 5+ years of experience in customer success or account management, with a focus on enterprise clients.
• Solid understanding of cybersecurity and privacy concepts, with the ability to discuss them credibly with security leaders.
• Confident communication and executive presence, including leading business reviews and difficult conversations with senior stakeholders.
• Strong analytical skills, with experience using data to assess account health, forecast risk, and demonstrate program value to clients.
• Hands-on experience with AI tools and building AI-assisted workflows to enhance team efficiency.
• Deep experience with a CRM or client success platform (e.g., Planhat, Gainsight, Salesforce).
• Proven track record of driving retention and adoption, with working knowledge of metrics such as NRR, logo retention, and utilization.
• Experience managing escalations and recovering at-risk accounts.
• Ability to work independently, manage a complex book of business, and contribute to improving team processes.
• Interest in mentoring and supporting other team members.
• Discretion and sound judgment when working with executives, high-net-worth individuals, and sensitive personal information.
• Willingness to travel to meet with clients when needed.

About BlackCloak

BlackCloak is an extremely fast-growing company in an entirely new product category, validated by industry awards and an impressive client base of Fortune 500 companies. We are a 100% remote company operating within the USA. We offer a dynamic work environment and are an equal opportunity employer.