Client Success Architect

Key Responsibilities

• Partner Onboarding & Adoption
• Design and lead strategic, multi-phase success plans aligned to partner business objectives, security posture, and operating model.
• Define measurable KPIs tied to value realization (e.g., deployment milestones, coverage expansion, incident reduction, operational efficiency).
• Translate product usage and telemetry into business outcomes understood by partner leadership (risk reduction, efficiency gains, cost offsets).
• Technical Guidance & Enablement
• Anticipate partner constraints (scalability, compatibility, performance, compliance) and flag risks proactively.
• Provide tactical recommendations grounded in documented best practices and validated product behavior.
• Relationship Management
• Build and maintain multi-threaded relationships, including technical leads, operational managers, and executive stakeholders.
• Deliver executive-ready presentations for QBRs, roadmap discussions, and strategic reviews.
• Risk Identification & Mitigation
• Conduct structured risk assessments across assigned partners to identify systemic or long-term retention risks.
• Develop tailored mitigation strategies that incorporate technical architecture, business context, and stakeholder dynamics.
• Engage partner executives early with evidence-based risk narratives, remediation paths, and forward-looking recommendations.
• Cross-Functional Collaboration
• Work closely with GTM, Product, Engineering, and Support teams to align on partner needs and accelerate solutions.
• Share feedback and insights to improve the Blackpoint product and partner experience.
• Continuous Improvement
• Identify workflow gaps and propose enhancements.
• Contribute to scalable processes, materials, and best practices for the Client Success organization.

What You'll Do

Partner Onboarding & Adoption

Design and lead strategic, multi-phase success plans aligned to partner business objectives, security posture, and operating model.

Define measurable KPIs tied to value realization (e.g., deployment milestones, coverage expansion, incident reduction, operational efficiency).

Translate product usage and telemetry into business outcomes understood by partner leadership (risk reduction, efficiency gains, cost offsets).

Technical Guidance & Enablement

Anticipate partner constraints (scalability, compatibility, performance, compliance) and flag risks proactively.

Provide tactical recommendations grounded in documented best practices and validated product behavior.

Relationship Management

Build and maintain multi-threaded relationships, including technical leads, operational managers, and executive stakeholders.

Deliver executive-ready presentations for QBRs, roadmap discussions, and strategic reviews.

Risk Identification & Mitigation

Conduct structured risk assessments across assigned partners to identify systemic or long-term retention risks.

Develop tailored mitigation strategies that incorporate technical architecture, business context, and stakeholder dynamics.

Engage partner executives early with evidence-based risk narratives, remediation paths, and forward-looking recommendations.

Cross-Functional Collaboration

Work closely with GTM, Product, Engineering, and Support teams to align on partner needs and accelerate solutions.

Share feedback and insights to improve the Blackpoint product and partner experience.

Continuous Improvement

Identify workflow gaps and propose enhancements.

Contribute to scalable processes, materials, and best practices for the Client Success organization.

What You'll Bring

• Strong technical proficiency in cybersecurity and MSP environments with experience in customer-facing technical roles.
• Proven track record driving customer value, adoption, and engagement.
• Ability to navigate complex customer environments and communicate effectively across personas.
• Experience in cybersecurity or adjacent technical domains preferred.
• Excellent written and verbal communication skills.
• Bachelor's Degree or equivalent experience.
• Comfortable working independently and remotely.

Compensation

• Base Salary: $80K – $110K
• Offers Equity
• Offers Commission