About the role

Customer Success Manager focusing on post-sale implementation and onboarding for enterprise customers at a privacy startup. Engaging with technical and executive stakeholders for successful deployments.

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

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 have: Experience with security, privacy, identity, or infrastructure products
Nice to have: Familiarity with SSO, SAML, OAuth, or enterprise authentication flows
Nice to have: Early-stage or "first CS hire" experience

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 you’d 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.