Customer Success Manager, Enterprise
About The Position
This is a hands-on, technical enterprise role focused on post-sale implementation, onboarding, and high-impact escalations. You will act as the primary technical point of contact for enterprise customers after contract signature and will own their path to successful deployment. You'll split your time between deep technical workâtroubleshooting with Engineering, debugging integrations, resolving complex issuesâand relationship management with security, IT, and executive stakeholders. This role requires both technical chops and the ability to build trusted partnerships with customers navigating high-stakes deployments.
Requirements
- Deep experience in Customer Success, Solutions Engineering, Implementation, or Technical Support for B2B or Enterprise SaaS
- Strong technical troubleshooting skills and comfort working with APIs, dashboards, and backend systems
- Ability to communicate clearly with security teams, IT admins, engineers, and executives
- Comfortable operating in ambiguity and helping define new processes from scratch
Nice To Haves
- Experience with security, privacy, identity, or infrastructure products
- Familiarity with SSO, SAML, OAuth, or enterprise authentication flows
- Early-stage or "first CS hire" experience
Responsibilities
- Own enterprise implementation and onboarding
- Lead post-sale implementation, account setup, and user access provisioning for Enterprise customers
- Serve as the primary technical contact from deal close through successful deployment
- Guide customers through setup, API integrations, SSO configuration, and dashboard workflows
- Support both small executive deployments and large, high-volume enterprise rollouts
- Act as the escalation point for enterprise customers
- Serve as the escalation contact for high-impact customer issues
- Troubleshoot issues independently using product dashboards, logs, and API documentation
- Partner closely with Engineering to diagnose root causes and drive resolution
- Translate complex technical issues into clear, customer-ready communication for security, IT, and executive stakeholders
- Help shape the enterprise support and success motion
- Help define enterprise onboarding workflows, SLAs, and escalation paths
- Document SOPs, playbooks, and handoff processes between Sales, CS, and Engineering
- Identify recurring customer issues and influence product and tooling improvements
Benefits
- Cloaked employees have 401K, as well as top of the line Health, Dental, and Vision benefits.
- We offer flexible work arrangements and the ability to work remotely as needed.
- Cloaked provides a home office stipend in addition to a new company laptop (and other tech depending on the role).
- Competitive PTO: We encourage employees to take a minimum # of vacation per quarter. We see PTO as a preventative burnout measure and are committed to changing the industry standard.
- Monthly health stipend: Used for any kind of physical, mental or emotional care youâd like to take for yourself, be it a gym membership, a meditation app, or time with a personal trainer.
- Late Night Meals: We understand that sometimes work can get in the way of meal prep. In response to that, we offer employees a monthly meal stipend to be used when they don't have time to get a home cooked meal going!
- Professional Growth: Opportunities for career development and personal growth are provided to all employees who seek to further their knowledge and capabilities through an unlimited professional development fund. Additionally team members are encouraged to regularly attend conferences and industry events.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
