Director, Enterprise Member Success

What You Will Do

• Develop a comprehensive client nurture strategy, mapping the customer lifecycle (onboarding, adoption, retention, advocacy) to identify key touchpoints and moments of truth.
• Establish and optimize automated processes and AI tools across the client lifecycle to create economies of scale, ensuring consistent, high-quality success outcomes for a growing member base.
• Implement scalable, automated nurture campaigns (email, in-app messaging, webinars, etc.) to drive adoption of features, provide proactive support, and educate clients on best practices.
• Define client segmentation strategies based on usage data, tenure, industry, and value tier to deliver highly personalized and relevant content.
• Collaborate with the Member Success and Account Success teams to ensure the automated nurture programs effectively complement the high-touch engagement for enterprise and strategic accounts.
• Collaborate with Onboarding and Support teams to ensure a seamless client/member integration into our cybersecurity and privacy platform and services.
• Collaborate with Value Success, Marketing and Product teams to develop the right content assets for each stage of the nurture journey.
• Oversee the execution of nurture programs within our CRM and/or Member Success platforms.
• Collaborate with Value Success to create internal documentation and training for the broader success team on how to leverage and reinforce the initiatives within the nurture program.
• Establish clear Key Performance Indicators (KPIs) for the nurture program, including adoption rates, engagement scores, time-to-value, churn reduction, and net promoter score (NPS).
• Continuously monitor program performance, conduct A/B testing on messaging and delivery channels, and use data-driven insights to refine the strategy and maximize results.
• Deliver regular, concise reports to executive leadership on the health of the client base and the impact of the nurture programs.
• Participate in onboarding and client nurture sessions as applicable
• Serve as the escalation point for any client issues (managing those issues until closure) as well as an escalation point outside of standard work hours, including nights and weekends, or as needed.
• Ensure client feedback and experiences (positive and negative) are escalated and shared with the applicable teams within BlackCloak.
• Work closely with cross-functional teams, including Security, Sales, Marketing, Enterprise Relationships, Product, Engineering, Operations, and Technical Support, to ensure a cohesive and client-centric approach.
• Act as a player-coach, providing support and expertise, while also managing the team's overall success.
• 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.

What You Will Need to be Successful

• 5+ years of experience in Customer Success, Member Success, Customer Marketing or lifecycle management, with at least 3+ years in leadership or directorial capacity.
• Proven track record of designing, implementing, and scaling automated client nurture or customer marketing programs in a B2B SaaS environment.
• Deep functional knowledge of Customer Success platforms (e.g., Gainsight, Planhat) and CRM systems (e.g., Salesforce).
• Familiarity with marketing automation tools (e.g., HubSpot, Marketo) and email deliverability best practices.
• 4+ years of relevant experience, preferably in areas such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is a plus
• Ability to display highly developed customer service soft skills including empathy and relationship building skills
• Demonstrated experience working directly with executive-level and VIP clients is preferred.
• A strategic mindset with the ability to contribute to the development and execution of Member Success strategies focused on maximizing customer retention and driving organic growth (e.g., upsell/cross-sell).
• Excellent written and verbal communication skills with a focus on building strong client relationships.
• Proven ability to identify and address challenges, ensuring optimal client experiences.
• Ability to work in a remote environment with a high degree autonomy
• Willingness to travel in limited circumstances