Customer Success Manager

Cinder•New York, NY

10h•Onsite

About The Position

Cinder provides a platform to protect the internet. We help companies manage the interaction layer — the part of their product where users engage, and sometimes abuse systems. Our AI agents, workflows, and tooling power real-time trust & safety, AI red teaming, and content integrity for some of the most important technology companies in the world. We’re a small, fast-moving team backed by Accel and Y Combinator. We care about being intentional, direct, and deeply focused on providing real outcomes for our customers. The Role We’re hiring a Customer Success Manager to help us scale how we support and partner with customers as we grow. You’ll join an existing foundation and work closely with our Customer Success team, as well as Product and Engineering, to deliver a high-quality and consistent customer experience. This is a technical, hands-on role. A large portion of customer interactions involve diagnosing issues, understanding how systems are configured, and helping customers navigate the details of how Cinder works in practice. You will own a set of accounts and be responsible for both customer outcomes and technical problem-solving, including: helping customers successfully implement and use Cinder in their workflows supporting adoption of new features and capabilities as the product evolves investigating issues, answering detailed product questions, and guiding customers to resolution following through on product gaps, bugs, and edge cases that impact customer experience You’ll act as the bridge between customers and the product — not just relaying information, but understanding the system deeply enough to diagnose problems, explain tradeoffs, and drive clarity. What Good Looks Like (First 6–12 Months) Every customer has a clear owner and consistent experience Support is structured (SLAs, prioritization, fast responses) Customers trust you and come to you first with issues Churn risk is proactively managed (no surprises) Product feedback from customers is clear, actionable, and recurring Founders and engineers are no longer the default support layer Notes on How We Hire We use structured, skills-based interviews focused on real scenarios (e.g., handling customer escalations, prioritizing support issues). This helps us evaluate candidates fairly and consistently, based on how they would actually perform in the role.

Requirements

Have 4+ years in a technical, customer-facing role (Customer Success, Solutions, Technical Account Management, Implementation, or similar)
Are comfortable debugging issues across APIs, data, or system workflows
Have experience working with databases, logs, or structured data (e.g., SQL, querying, data inspection)
Can independently investigate and resolve customer issues without relying entirely on engineering
Are an excellent communicator who can explain technical concepts clearly to different audiences
Take ownership of outcomes and follow through on details