Customer Success Manager, Executive & Family Office

About the role

You'll be the named security concierge for CloakedOne's most sensitive clients — high-net-worth individuals, family offices, and top enterprise executives who've chosen white-glove protection over self-serve. After a client signs, you own their entire journey: guiding them through onboarding and every step of getting fully protected, and staying with them as their trusted point of contact for the life of the relationship.

This is equal parts technical operator and trusted advisor. You'll do real hands-on security work — and you'll do it for principals who expect discretion, calm, and an expert who makes the complex feel handled without ever making them the operator. You are their single point of contact and, functionally, their personal security team.

What you'll do

Own the client relationship end-to-end

• Serve as the named, dedicated concierge from contract signature onward

• Guide each client through their full onboarding journey and get them confidently up and running

• Lead household and family onboarding

• Coordinate the range of services included in the client's engagement, on their timeline

Keep clients protected over time

• Run the ongoing relationship: regular check-ins and milestone reviews that keep clients protected as their needs evolve

• Be the reachable point of contact during covered hours, with a clean handoff to the broader team otherwise

• Handle on-demand requests and escalations with a calm, ordered response

Translate and protect

• Explain what's happening and why, enough to build the client's confidence — never a black box

• Partner with Engineering to diagnose and resolve issues, and translate technical reality into language a non-technical principal trusts

• Maintain absolute discretion with the most sensitive personal information you'll ever handle

Help build the motion

• Help define the concierge playbook, SOPs, and handoffs as we scale from our first clients

• Surface recurring client needs to shape product, tooling, and how we serve

• Contribute to how we scope and staff engagements as we learn what each really takes

Who you are

• Discretion is core to who you are — you protect what you know, always

• Integrity matters to you

• Appearance and image matter to you

• You believe trust is a sentiment built over time

• You're comfortable building strong relationships virtually

• You're unfazed by prominence — political, cultural, or high-profile clients you may already recognize don't intimidate you or change how you show up. You treat every principal with the same calm, level professionalism

What skills and experience will help you

• Experience in a high-touch client-facing role — customer success, solutions engineering, executive/personal protection, concierge, or technical support — ideally serving individuals or small high-stakes accounts, not just large orgs

• Strong hands-on technical troubleshooting and comfort with security tooling, devices, and systems

• Exceptional communication and emotional intelligence — you can sit across from a principal or their chief of staff and make them feel safe

• Discretion and judgment handling extremely sensitive personal information

• Comfort operating in ambiguity and building new processes from scratch

Nice to have

• Background in privacy, identity, personal/executive security, or protection

• Early-stage or "first hire" experience — you'll help define this role as much as fill it

• Experience serving HNW individuals, family offices, or C-suite executives