Job Overview
Location
New York, USA
Job Type
Full-time
Category
Software Engineering
Date Posted
February 16, 2026
Full Job Description
📋 Description
- • Join Cloaked, a pioneering privacy startup at the forefront of revolutionizing online data usage and rebuilding consumer trust. We are on a mission to create an internet that prioritizes user needs, with individual privacy and explicit opt-in mechanisms as fundamental pillars.
- • As an Enterprise Customer Success Manager (CSM), you will be instrumental in ensuring our most valued enterprise clients achieve maximum value from the Cloaked platform, fostering long-term partnerships and driving adoption at scale.
- • This role is critical to our growth, acting as the primary advocate for our enterprise customers, understanding their unique business challenges, and aligning Cloaked's solutions to meet and exceed their privacy and data management objectives.
- • You will be responsible for the entire post-sales customer lifecycle, from onboarding and implementation to ongoing engagement, retention, and expansion.
- • Proactively engage with enterprise clients to understand their strategic goals, current privacy postures, and how Cloaked can be integrated to enhance their data protection strategies and compliance efforts.
- • Develop and execute comprehensive success plans tailored to each enterprise client, outlining key milestones, adoption metrics, and value realization pathways.
- • Lead and manage the onboarding process for new enterprise customers, ensuring a smooth and efficient integration of the Cloaked platform into their existing infrastructure and workflows.
- • Conduct regular business reviews (QBRs) with key stakeholders, demonstrating the value delivered by Cloaked, identifying areas for improvement, and uncovering opportunities for deeper engagement.
- • Serve as the primary point of contact for all post-sales inquiries, technical issues, and strategic discussions, ensuring timely and effective resolution.
- • Collaborate closely with Sales, Product, and Engineering teams to relay customer feedback, advocate for feature enhancements, and ensure the product roadmap aligns with enterprise needs.
- • Monitor customer health and adoption metrics, identifying at-risk accounts and implementing proactive strategies to mitigate churn and drive retention.
- • Identify opportunities for account expansion and upsell by understanding evolving customer needs and showcasing the broader capabilities of the Cloaked platform.
- • Educate customers on best practices for leveraging Cloaked, including advanced features, policy configurations, and compliance reporting.
- • Contribute to the development of customer success resources, including knowledge base articles, training materials, and success playbooks.
- • Stay abreast of industry trends in data privacy, cybersecurity, and regulatory compliance (e.g., GDPR, CCPA) to provide informed guidance to clients.
- • Build strong, trusted relationships with executive sponsors and day-to-day users within enterprise organizations.
- • Analyze usage data and customer feedback to identify trends, patterns, and insights that can inform product development and customer success strategies.
- • Champion the voice of the enterprise customer internally, ensuring their needs and perspectives are considered in all aspects of the business.
- • This role requires a strategic thinker with a passion for privacy and a proven ability to manage complex enterprise relationships.
- • You will be a key player in shaping the future of online privacy for businesses and their customers, making a tangible impact on how data is handled in the digital age.
- • Your success will be measured by customer retention, satisfaction, product adoption, and expansion within your assigned enterprise accounts.
- • We are looking for someone who is not just a problem-solver, but a proactive partner, dedicated to helping our enterprise clients navigate the evolving landscape of data privacy with confidence and security.
- • The ideal candidate will possess a deep understanding of enterprise software solutions and a consultative approach to customer management.
- • You will be empowered to make a significant impact, working with a passionate team dedicated to a critical mission.
🎯 Requirements
- • Proven experience (5+ years) in Enterprise Customer Success, Account Management, or a related client-facing role within a SaaS environment.
- • Demonstrated success in managing a portfolio of enterprise-level accounts, including onboarding, adoption, retention, and expansion.
- • Strong understanding of data privacy principles, regulations (e.g., GDPR, CCPA), and cybersecurity concepts.
- • Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels, including C-suite executives.
- • Experience with CRM software (e.g., Salesforce) and customer success platforms.
- • Ability to analyze complex data, identify trends, and translate insights into actionable strategies.
- • Bachelor's degree in Business, Marketing, Computer Science, or a related field, or equivalent practical experience.
🏖️ Benefits
- • Competitive salary and equity package.
- • Comprehensive health, dental, and vision insurance.
- • Generous paid time off and holidays.
- • Opportunities for professional development and continuous learning.
- • Remote work flexibility with potential for in-office collaboration in New York, NY.
- • Be part of a mission-driven company making a real impact on online privacy.
Skills & Technologies
Onsite
Remote
About Cloaked
Cloaked provides digital tools and identity theft insurance to safeguard users' personal information online. Cloaked helps individuals protect themselves from identity theft and data breaches by offering features like data removal from data brokers, identity monitoring, and virtual disguises that generate unique contact and payment information. Cloaked serves individuals in the USA and Canada, helping them avoid reusing the same contact or payment information across multiple companies. The company has protected over 5 million identities and is backed by world-class investors.
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