Head of Value Engineering & Client Success Operations

What You Will Do

• Work with client facing teams to translate core product features into clear, compelling value propositions and assist in aligning product messaging with member expectations, cybersecurity best practices, and industry trends.
• Partner with Account Success teams to define and track success criteria, prioritizing the utilization of high-value features for optimal security and business outcomes.
• Leverage detailed data to derive insights on vertical specific use cases , deal Customer Profiles (ICPs), and current geopolitical or threat landscape events to proactively educate internal and external customers. This supports pre-sales conversations, informs renewal/expansion strategies, and ensures continuous value delivery.
• Partner with the Success, Product and Marketing teams to develop and execute a comprehensive member outreach strategy, offering multiple forums for communication (e.g., webinars, knowledge base articles, in-app alerts, email campaigns).
• Develop and maintain internal operational playbooks, Knowledge Base (KB) articles, Standard Operating Procedures (SOPs), and training programs for the client-facing frontline teams to ensure consistent, high-quality engagement, as well as effective customer utilization
• Collaborate with Success, Product and Marketing to facilitate and coordinate activities related to BlackCloak’s Customer Advisory Boards, capturing critical feedback to drive the product roadmap. This includes coordination of Beta and Early Access programs, along with feature evolution.
• Serve as the internal Automations and AI incubator for the Operations organization, identifying and testing new technologies and processes to drive operational efficiency and scale BC’s service model.
• Oversee the administration and optimization of critical operations platforms (e.g., CRM, CS, Ticketing, etc.) to ensure data integrity and streamlined workflows.

What You Need to be Successful

• 7+ years of experience in Customer Success Operations, Product Marketing, or Technical Enablement within a B2B SaaS environment, preferably cybersecurity, focused on driving value at various lifecycle stages.
• Proven ability to translate complex technical capabilities into clear business benefits and scalable processes, 
• Proven ability to evaluate success criteria of customers then delivering value to that criteria via the product, content and support.
• Demonstrated success in transitioning Success or Enablement teams from a startup-stage operation to a scaled, mature organization by establishing critical infrastructure.
• Experience in running and prioritizing strategic programs and managing high-performing teams focused on driving measurable customer value and cross-functional alignment.
• Proven ability to create economies of scale by implementing automation and standardization to maximize value delivery per customer.
• Exceptional project management skills and experience managing cross-functional initiatives involving Product, Engineering, and GTM teams.
• Strong analytical mindset with experience defining and measuring customer success and adoption metrics.
• Experience administering or optimizing Customer Success/CRM tools (e.g., Gainsight, Salesforce, Hubspot, ChurnZero, Planhat) and operational ticketing systems (e.g., Zendesk, Jira).
• Willingness to travel for client and company-related events.