Customer Success Manager responsible for customer onboarding, adoption, retention, and expansion at Noibu in Ottawa. Building relationships and influencing stakeholders to achieve customer success.
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
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 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
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 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.
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Degree requirement
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