Enterprise Relationship Manager

• BlackCloak is seeking a motivated and skilled Enterprise Relationship Manager (Customer Success role) to join our dynamic team
• As an Enterprise Relationship Manager, you will play a key role in ensuring the satisfaction, health, retention, and success of our enterprise champions and clients
• You will establish relationships with key clients and proactively engage with them to understand their business and needs. If you have a passion for building relationships, a data-driven approach, and driving impactful change for clients, this is a great role for you
• Manage a portfolio of enterprise clients as their main point of contact, building relationships with sponsors, champions, and enrolled executives and families
• Own retention and adoption results for your book of business, including NRR, logo retention, enrollment, onboarding, and utilization
• Partner with Sales to onboard new clients smoothly and get members enrolled quickly
• Monitor account health and adoption, and step in early when an account shows signs of risk
• Build relationships with multiple contacts at each client so every account stays engaged
• Analyze utilization and account data to find trends, measure impact, and build the story for each review
• Use AI tools and workflows to automate routine work, analyze account data, and produce client-ready content, from business reviews to executive reports
• Coordinate trainings and work with internal teams to resolve client issues quickly
• Identify opportunities to expand program coverage and work with Sales to pursue them
• Keep account records current and contribute to portfolio health reviews and forecasting

Benefits

• Fully remote
• Medical, Dental & Vision
• Flexible hours
• Generous Vacation Policy
• Competitive salary
• HSA
• Periodic Offsites
• 401k with employer match
• Home Office Stipend

• 2+ years experience in a customer success or account management role, ideally with a focus on enterprise clients
• Ability to gather and interpret data/information to support client success
• Motivated to deliver great results and able to work with some independence
• Familiarity with AI tools and curiosity about using them to work smarter, from drafting content to analyzing account data
• Strong organizational and time management skills
• Clear, confident communication, including presenting to senior F500 stakeholders
• Familiarity with cybersecurity and privacy concepts, and interest in learning more
• Bachelor’s degree in a relevant field; advanced degree is a plus
• Willingness to travel to meet with clients when necessary