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

• Use AI tools and workflows to automate routine work, analyze account data, and produce client-ready content, from business reviews to executive reports

• Bachelor’s degree in a relevant field; advanced degree is a plus

• 2+ years experience in a customer success or account management role, ideally with a focus on enterprise clients

• Familiarity with cybersecurity and privacy concepts, and interest in learning more

• Clear, confident communication, including presenting to senior F500 stakeholders

• Ability to gather and interpret data/information to support client success

• Familiarity with AI tools and curiosity about using them to work smarter, from drafting content to analyzing account data

• Motivated to deliver great results and able to work with some independence

• Strong organizational and time management skills

• Willingness to travel to meet with clients when necessary