Customer Success Manager at Cinder

ABOUT CINDER 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 YOU’LL DO SUPPORT CUSTOMERS ON TECHNICAL WORKFLOWS - Debug and investigate customer issues across APIs, workflows, and data flows - Answer detailed product and implementation questions (not just route them) - Reproduce issues, identify root causes, and determine next steps - Escalate to engineering when needed, with clear context and hypotheses DRIVE PRODUCT ADOPTION - Help customers understand and adopt new features in a practical, hands-on way - Translate product changes into concrete workflows for customers - Follow up to ensure changes are actually implemented and delivering value OWN CUSTOMER RELATIONSHIPS - Serve as the primary point of contact for your accounts - Build trust with both technical and non-technical stakeholders - Communicate clearly about issues, timelines, and tradeoffs IMPROVE HOW WE OPERATE - Identify patterns in customer issues and product gaps - Help refine support workflows, escalation paths, and documentation - Contribute to a tighter feedback loop between customers and product 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 YOU MIGHT BE A GOOD FIT IF YOU… - 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 IT’S A PLUS IF YOU… - Have experience with data models, schemas, or backend systems - Have worked on Trust & Safety, AI systems, or platform products - Have experience in early-stage or fast-moving environments WHY THIS ROLE MATTERS This is one of the highest-leverage roles at Cinder. Retention, customer trust, and product feedback loops all depend on this function. Done well, this role directly shapes: - how customers experience Cinder - how our product evolves - how we scale LOCATION We prioritize candidates based in New York City or willing to relocate. We believe this role benefits from close collaboration with the team. 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.