Senior Enterprise Relationship Manager

• As a Senior Enterprise Relationship Manager, you’ll own a portfolio of BlackCloak’s largest and most strategic enterprise clients, building trusted relationships with executive sponsors, security leaders, and the executives and families enrolled in the program
• You’ll be accountable for retention and adoption across your book of business
• That means leading onboarding for complex, high-profile accounts, watching account health closely, and stepping in early when risk appears
• Using account data, analytics, and AI-driven workflows, you’ll show clients the value of their program through clear, compelling business reviews, and you’ll partner with Sales to find opportunities to expand coverage
• You’ll also mentor fellow ERMs and help shape the team’s playbooks and processes
• Manage a portfolio of BlackCloak’s largest and most strategic enterprise clients, building trusted relationships with executive sponsors, security leaders, and the executives and families enrolled in the program
• 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, working with Sales to set clear expectations and get members enrolled quickly
• Monitor account health and adoption, step in early when risk appears, and lead the plan to recover at-risk accounts
• Build executive-level relationships across each client so every account stays engaged through leadership changes
• Use account data and analytics to show clients the value of their program, and turn those insights into clear, compelling business reviews for senior stakeholders
• 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 partner with Sales on strategy for your accounts
• Help shape the team’s playbooks, health criteria, and processes based on what you see in your accounts
• Mentor and support other ERMs, sharing best practices and helping onboard new team members
• Contribute to portfolio health reviews and forecasting with accurate, well-reasoned account assessments

Benefits

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

• The ideal candidate is a confident executive communicator who uses data and AI tools to work smarter, and who takes full ownership of retention and growth across their portfolio
• 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
• Strong analytical skills, with experience using data to assess account health, forecast risk, and show clients the value of their program
• Solid understanding of cybersecurity and privacy concepts, and the ability to discuss them credibly with security leaders
• Willingness to travel to meet with clients when needed
• Hands-on experience with AI tools and building AI-assisted workflows that improve how you and your team work
• Confident communication and executive presence, including leading business reviews and difficult conversations with senior stakeholders
• Ability to work independently, manage a complex book of business, and help improve team processes
• Bachelor’s degree in a relevant field, or equivalent experience
• Interest in mentoring and supporting other team members
• Discretion and sound judgment when working with executives, high-net-worth individuals, and sensitive personal information
• 5+ years of experience in customer success or account management, with a focus on enterprise clients
• Deep experience with a CRM or client success platform (Planhat, Gainsight, Salesforce, or similar)