Client Success Consultant

📋 Description

• • Blackpoint Cyber is at the forefront of cybersecurity, providing world-class threat hunting, detection, and remediation technology. Born from the expertise of former National Security Agency (NSA) cyber operations specialists, our mission is to deliver national security-grade solutions to commercial clients globally. Fueled by a recent $190 million Series C funding round, we are experiencing hyper-growth and are seeking to expand our exceptional Client Success organization.
• • As a Client Success Consultant, you will be a pivotal individual contributor within our fast-growing cybersecurity company, serving a diverse clientele including Managed Service Providers (MSPs), Systems Integrators (SIs), Value-Added Resellers (VARs), and enterprise clients. This role demands an adaptable, security-minded, deeply customer-focused, and highly technical professional.
• • Your primary responsibility will be to drive partner adoption, provide comprehensive technical enablement, and ensure successful onboarding experiences. You will operate under the expert guidance of a Lead CSA or the VP of Customer Growth, managing a dedicated portfolio of partners. This position uniquely blends the disciplines of customer success, technical consultation, and data-driven account management.
• • The core objective is to ensure our partners derive measurable value from the Blackpoint product suite through effective deployment, consistent adoption, and ongoing, proactive engagement. You will be instrumental in helping our partners achieve their security objectives and maximize their return on investment.
• • Key Responsibilities and Success Factors:
• • Partner Onboarding & Adoption: You will meticulously guide partners through critical onboarding and adoption milestones, ensuring the seamless and effective deployment of the Blackpoint suite. This includes defining clear, achievable success plans, diligently tracking progress against these plans, and demonstrably showcasing the measurable value delivered to each partner.
• • Technical Guidance & Enablement: You will serve as a trusted technical advisor, providing expert consultation and clear guidance to partners. This involves delivering best practices, offering in-depth product instruction, and troubleshooting technical challenges in close coordination with senior CSAs or other internal teams. Your ability to communicate solutions effectively will be paramount to optimizing partner adoption and satisfaction.
• • Relationship Management: Cultivating and nurturing strong, trusted relationships across technical, operational, and executive stakeholder levels within partner organizations is essential. You will facilitate structured meetings, maintain proactive communication channels, and conduct value-focused reviews that reinforce the partnership and highlight ongoing success.
• • Risk Identification & Mitigation: Proactively monitor partner usage patterns, deployment progress, and overall satisfaction levels to identify early indicators of potential risk. You will then coordinate the development and execution of internal action plans to effectively mitigate these risks and maintain optimal partner health and retention.
• • Cross-Functional Collaboration: You will work seamlessly with our Go-To-Market (GTM), Product, Engineering, and Support teams to ensure alignment on partner needs and to accelerate the delivery of solutions. Your role involves actively sharing valuable feedback and insights gathered from partners to drive continuous improvement in the Blackpoint product and the overall partner experience.
• • Operational Excellence: Maintain the highest standards of operational efficiency by ensuring accurate CRM records, comprehensive documentation, and adherence to established workflows. You will consistently meet defined cadences, achieve Service Level Agreements (SLAs), and effectively utilize standardized templates and reporting tools.
• • Data & Insight-Driven Decision Making: Leverage advanced dashboards, system telemetry, and analytical tools to interpret partner behavior and identify trends. This data-driven approach will enable you to uncover growth opportunities and inform strategic recommendations for both the partner and Blackpoint Cyber.
• • Continuous Improvement: Actively identify workflow gaps and inefficiencies within the Client Success organization and propose innovative enhancements. You will contribute to the development of scalable processes, valuable materials, and best practices that elevate the entire Client Success function.
• • This role requires a proactive, collaborative spirit, with a knack for aligning complex partner needs with the powerful capabilities of Blackpoint's solutions. You will be a key player in ensuring our partners not only adopt but thrive with our technology.