Client Success Manager

Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learnings to bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode,  fueled by a recent $190m series C round. 

We are a rapidly growing cybersecurity company committed to delivering innovative solutions to Managed Service Providers (MSPs), Systems Integrators (SIs), Value Added Resellers (VARs) and enterprise clients. Our agile team is in the foundational stages of building a top-tier Client Success department. We are seeking Client Success Managers who are adaptable, security-minded, and experienced in working closely with partners and clients as it relates to their security stack. This is a unique opportunity to define and shape the role and team, with significant growth potential.  

As a Client Success Manager, you will play a key role in ensuring our clients and partners derive the maximum value from our cybersecurity solutions. Reporting to the Director of Client Success, you will work closely with Support, Account Management, and Revenue Operations teams. This position is well-suited for someone who enjoys working in a fast-paced startup environment and is ready for a career-defining challenge.

This is a remote role within the US, preference to Columbia, MD area.

What You’ll Do:  

• Client engagement: Work closely with partners to ensure that clients achieve significant value from our products. 

• Onboarding: Lead the onboarding of new partners and clients, ensuring a smooth transition and immediate value realization.

• Escalation Management: Manage client escalations effectively, driving issues to resolution.

• Billing & Licensing: Handle billing issues and licensing discussions with transparency and fairness.

• Security Expertise: Use your security background to offer specialized guidance and build strong client relationships.

• Collaboration: Work with sales teams to forecast renewals, churn, and upsell opportunities.

• Product Adoption: Drive product adoption across client organizations to ensure high renewal rates and strong Net Promoter Scores (NPS).

• Process Improvement: Adapt to evolving processes and contribute to continuous improvement initiatives.

What We’re Looking For:

• A minimum of 3 years in client success, preferably within cybersecurity.

• Experience working with partners and a solid understanding of the security landscape.

• Ability to work autonomously, including in remote settings.

• Strong technical skills combined with excellent communication abilities and a curious mindset.

• Bachelor’s degree or equivalent experience.

Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races,  colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital  status, or any other legally protected status. We are committed to equality of opportunity in all  aspects of employment.  For eligible employees in the US, Blackpoint offers competitive Health, Vision, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks.