Senior Customer Success Manager

About Nightfall:

Nightfall is the AI-native, unified data loss prevention and insider risk management platform that protects sensitive data across SaaS apps, GenAI tools, email, endpoint devices, and more. Hundreds of customers, spanning AI innovators to top 10 banks, trust Nightfall to detect and stop data exfiltration at scale. Nightfall enables organizations to innovate freely without the risks of losing intellectual property or exposing customer data. Our agentic platform helps security teams regain their time by putting data loss prevention on autopilot. With automatic remediation, security violations can be resolved automatically before they become incidents, and end-users can be automatically trained and coached in the moment to self-heal violations that they introduce.

Nightfall is backed by leading VC firms including Bain Capital Ventures (Enrique Salem - former CEO of Symantec), Venrock (early investors in Cloudflare), WestBridge Capital, Pear VC (early investors in Dropbox and Doordash), and a cadre of cybersecurity leaders including Frederic Kerrest (founder of Okta), Maynard Webb (former COO of eBay), Ryan Carlson (President of Chainguard), Kevin Mandia (founder of Mandiant), and many others.

About the role:

The Customer Success Organization at Nightfall helps customers solve real, technical problems while creating the revenue streams that help the company deliver on its promise to be the best AI / ML Data Leak Prevention platform in the market.

As a Customer Success Manager at Nightfall, you’ll play a pivotal role with our customers. You’ll help orchestrate the customer relationship, drive effective product adoption, and advise on integrations to ensure customers are deriving value and seeing success with the Nightfall platform. This is the perfect role for someone who is eager to be on the frontlines of the data security industry and work closely with customers at a fast-growing startup.

Please note: Pacific Time Zone requirement.

Responsibilities

• Achieve and exceed revenue targets

• Manage customer success and ensure customers realize the full value of the Nightfall platform

• Develop and deliver a roadmap to success, advising customers to reach business goals

• Drive product adoption and ongoing use of Nightfall, while delivering and maintaining customer happiness

• Collaborate cross-functionally (especially with Product and Account Management) to drive expansion revenue and manage renewals

• Engage with business leaders to thoughtfully help them identify upsell opportunities to expand Nightfall’s footprint and depth of engagement

• Communicate enhancement opportunities & product feedback across engineering, product, sales & marketing

• Become an expert on the Nightfall platform and our integrations, while keeping up with industry trends in data security

Qualifications

• 5 years of consulting, customer success, account management, or sales experience, working with enterprise customers in SaaS startup settings

• You have strong interpersonal communication (verbal and written) and organizational skills

• You prioritize customer experience with a focus on customer happiness and retention

• You drive to understand customers’ business goals, anticipate future needs, and identify solutions

• You are a team player with a high level of integrity and a desire to assist your team - you can be flexible as your team scales

• You have proven capacity to develop relationships and optimize enterprise customer accounts

• You have strong business acumen and an interest in machine learning & information security

• You have an aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability

• You’re resourceful - you may not have all the answers, but you know how to find them

• Willingness to travel ~25% of the time to meet customers in-person

• Based in Pacific Time zone