Customer Success Manager

🕒 April 15

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Cinder

WebsiteLinkedInAll Job Openings

11 - 50 employees

🔐 Security

☁️ SaaS

🤖 Artificial Intelligence

Security • SaaS • Artificial Intelligence

Cinder is a company that provides a comprehensive platform for Trust and Safety teams. Its platform integrates moderation, case management, and AI development to improve the efficiency and effectiveness of online safety operations. Cinder centralizes data, automates workflows, and provides powerful insights into business operations, making it easier for teams to manage and innovate on Trust and Safety protocols. Furthermore, Cinder offers an API that facilitates the development of AI detection models and innovative interventions, all while ensuring robust data security and scale. The platform is designed to streamline operations across various digital environments, such as marketplaces and content platforms, providing a secure, scalable, and flexible solution for trust and safety concerns.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• Offers Equity