Founding Customer Success Manager

Cloaked•New York, NY

43d•Hybrid

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 work—troubleshooting with Engineering, debugging integrations, resolving complex issues—and 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