BLACKCLOAK · 2 months ago
Director, Enterprise Member Success
United States
Full-time
Remote
Lead/Staff, Director/Executive
$165K/yr - $175K/yr
5+ years expBlackCloak is dedicated to protecting corporate executives and high-profile individuals from digital threats. They are seeking a strategic Director of Enterprise Member Success to design and manage a client nurture program that enhances member engagement and satisfaction while reducing churn.
Cyber SecurityInformation TechnologyPrivacy
Responsibilities
Develop a comprehensive client nurture strategy, mapping the customer lifecycle (onboarding, adoption, retention, advocacy) to identify key touchpoints and moments of truth
Establish and optimize automated processes and AI tools across the client lifecycle to create economies of scale, ensuring consistent, high-quality success outcomes for a growing member base
Implement scalable, automated nurture campaigns (email, in-app messaging, webinars, etc.) to drive adoption of features, provide proactive support, and educate clients on best practices
Define client segmentation strategies based on usage data, tenure, industry, and value tier to deliver highly personalized and relevant content
Collaborate with the Member Success and Account Success teams to ensure the automated nurture programs effectively complement the high-touch engagement for enterprise and strategic accounts
Collaborate with Onboarding and Support teams to ensure a seamless client/member integration into our cybersecurity and privacy platform and services
Collaborate with Value Success, Marketing and Product teams to develop the right content assets for each stage of the nurture journey
Oversee the execution of nurture programs within our CRM and/or Member Success platforms
Collaborate with Value Success to create internal documentation and training for the broader success team on how to leverage and reinforce the initiatives within the nurture program
Establish clear Key Performance Indicators (KPIs) for the nurture program, including adoption rates, engagement scores, time-to-value, churn reduction, and net promoter score (NPS)
Continuously monitor program performance, conduct A/B testing on messaging and delivery channels, and use data-driven insights to refine the strategy and maximize results
Deliver regular, concise reports to executive leadership on the health of the client base and the impact of the nurture programs
Participate in onboarding and client nurture sessions as applicable
Serve as the escalation point for any client issues (managing those issues until closure) as well as an escalation point outside of standard work hours, including nights and weekends, or as needed
Ensure client feedback and experiences (positive and negative) are escalated and shared with the applicable teams within BlackCloak
Work closely with cross-functional teams, including Security, Sales, Marketing, Enterprise Relationships, Product, Engineering, Operations, and Technical Support, to ensure a cohesive and client-centric approach
Act as a player-coach, providing support and expertise, while also managing the team's overall success
Contribute to client communications and education initiatives
Maintain working knowledge of BlackCloak’s solutions, platform features and best practices
Support external and internal customer-facing initiatives and events
Qualification
Required
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
Ability to display highly developed customer service soft skills including empathy and relationship building skills
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
Preferred
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
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)
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
Company
BLACKCLOAK
BlackCloak is the Pioneer of Digital Executive Protection for corporate executives, family offices and private wealth individuals.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$31.2MKey Investors
The LegalTech FundBaird CapitalTDF Ventures
2025-03-25Series Unknown· $0.5M
2024-09-17Series B· $17M
2021-07-29Series A· $11M
Leadership Team
Christopher Pierson
Founder & CEO
Chris Linde
General Counsel
Recent News
2025-12-05
Company data provided by crunchbase