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BLACKCLOAK · 1 month ago

Head of Value Engineering & Client Success Operations

United States

Full-time

Remote

Director/Executive

$175K/yr - $225K/yr

7+ years exp

BlackCloak is a fast-growing company focused on protecting corporate executives and high-profile individuals from digital threats. The Head of Value Engineering & Client Success Operations is responsible for ensuring customers achieve success with BlackCloak's offerings by translating product features into value propositions and collaborating with various teams to enhance customer engagement and satisfaction.

Cyber SecurityInformation TechnologyPrivacy

Responsibilities

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

Qualification

Customer Success OperationsProduct MarketingTechnical EnablementB2B SaaSCybersecurityAnalytical SkillsCRM ToolsProject ManagementCross-functional AlignmentAutomationStandardizationTeam Management

Required

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

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