Enterprise Customer Success Manager

Job description

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: As an Enterprise Customer Success Manager at Nightfall AI, you will own strategic relationships with our largest customers and ensure they realize clear, measurable value from Nightfall’s AI-native data security platform. You’ll act as a trusted advisor to security, compliance, and engineering leaders—guiding customers from onboarding through renewal and expansion. This role is ideal for someone who thrives in complex enterprise environments, can translate technical capabilities into business outcomes, and wants to help define how Customer Success scales at a high-growth security company. WHAT YOU'LL DO - Own the full enterprise customer journey, from onboarding and adoption through value realization, renewal, and expansion. - Manage a portfolio of enterprise customers with accountability for adoption, retention, renewals, and expansion. - Lead onboarding and early lifecycle success, ensuring strong deployment, stakeholder alignment, and early time-to-value. - Define and track customer success criteria (adoption milestones, risk reduction, operational outcomes) and regularly report on progress. - Translate product usage and outcomes into clear business value and ROI for both technical and executive stakeholders. - Drive ongoing adoption and optimization, introducing new use cases, data sources, and workflows over time. - Lead executive check-ins and business reviews focused on outcomes, value, and roadmap alignment. - Identify and execute expansion opportunities in partnership with Sales. - Proactively monitor customer health, manage risk, and coordinate escalations when needed. - Share actionable customer feedback with Product and Engineering to influence roadmap and improvements. - Leverage AI and automation to improve efficiency and insight across customer success workflows. WHAT WE'RE LOOKING FOR - 5+ years of experience in Customer Success, Technical Account Management, or Consulting in enterprise B2B SaaS. - This is a Technical CSM position that requires knowledge of endpoint deployments and AI. - Experience with security, compliance, or technical platforms strongly preferred. - Proven success owning renewals and expansion in complex enterprise environments. - Strong executive communication skills and ability to explain technical concepts clearly. - Organized, proactive, and comfortable operating in a fast-moving startup. - Willingness to travel ~25% for customer meetings and onsite engagements. WHY NIGHTFALL AI - Work on cutting-edge, AI-native data security technology. - Partner with sophisticated enterprise customers solving real problems. - High-ownership role with real influence on how Customer Success operates and scales. Environment Nightfall AI takes pride in being an equal-opportunity employer. We value a diverse and global talent pool and the collaboration that results from having a diverse and inclusive team. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Our hiring decisions are based exclusively on merit, qualifications, and business needs. Compensation Employee compensation will be determined based on interview performance, level of experience, specialization of skills, and market rate. During the offer discussion, your recruiter will review the finalized base salary, bonus (for applicable roles), benefits & perks, and stock options as they’ll be reflected in the offer letter.