Founding Customer Success Manager

Job description

Cloaked https://cloaked.com/ is a privacy startup dedicated to rebuilding consumer trust in how personal data is used. Our vision is to create an internet that serves the needs of its users, first and foremost—with individual privacy and opt-in at the core. Our product is a virtual “cloak” that you use as you visit any website — Facebook, Amazon, etc. It lets you choose to share all, some, or none of your private information based on your personal preference. About the role 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. What you'll do -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 What skills and experiences will help you? -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 -Familiarity with SSO, SAML, OAuth, or enterprise authentication flows -Early-stage or "first CS hire" experience What We Offer Cloaked is a well-funded Series B startup based out of NYC. Although we are a distributed team, the NYC team operates with a hybrid model. The office building is home to several amenities, including a gourmet cafe, cocktail bar, and a rooftop work area. We have a fully built out kitchen packed with drinks and snacks. The Cloaked team has diverse interests and so we frequently embark on team outings and go out for socials! Compensation and Benefits We offer above market rate pay and equity based off of the market's best commercially available data. Your compensation will be a combination of salary, bonus and equity. 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). Perks 🌴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. We are really excited about having you join our mission-driven team and help us build the future of online privacy!