• Participate in client onboarding sessions. • Manage a dedicated portfolio of BlackCloak’s most complex and high-profile clients, serving as their primary strategic advisor on personal digital privacy and security. • Provide advice and guidance (and assist as needed) in the creation of client onboarding and follow-up materials/activities. • Conduct periodic outreach to existing clients to ensure clients are utilizing the BlackCloak platform to its fullest extent. • Partner with other CSM and the Technical Success team in responding to customer inquiries and coordinating resources to meet those needs. • Run client enablement and support sessions. • Work with cross-functional teams to alert clients immediately upon discovery of new cyber or privacy threats and risks. Serve as a dedicated resource and point of contact to ensure the threats/risks are remediated or accepted by the client. • Act as the lead investigator and restoration specialist for severe identity theft cases and complex compromised accounts, handling sensitive situations with extreme discretion. • Analyze client threat landscapes to create bespoke security plans, going beyond standard onboarding to implement advanced privacy hardening techniques. • Support Account teams by pulling data for client reports and participate in Quarterly Business Reviews and other ad hoc client meetings as requested. • Manage and record client interactions within the BlackCloak set of Client Success tools. • Act as a peer mentor to Level I CSMs, shadowing their calls and providing constructive feedback on soft skills and technical accuracy. • Contribute to client communications and education initiatives. • Maintain working knowledge of BlackCloak’s solutions, platform features, and best practices. • Support external and internal customer-facing initiatives and events. There is a potential for limited travel • Participate in on-call shifts for client support, including nights and weekends, or as needed.