Senior Customer Success Manager

Summary

Join Nightfall AI, a leading cybersecurity startup, as a Customer Success Manager and play a pivotal role in ensuring customer success and value realization from our unified data leak prevention platform. You will manage customer relationships, drive product adoption, advise on integrations, and collaborate cross-functionally to expand revenue and manage renewals. This role requires a proven track record of managing enterprise clients in SaaS startup settings, strong business acumen, and the ability to communicate technical concepts effectively. Based in the Pacific Time Zone, you will work closely with customers and contribute to a fast-growing company in the data security industry. The ideal candidate possesses strong customer focus, relationship-building skills, and a team-oriented approach.

Requirements

• 5+ years of consulting, account management, customer success, or sales experience, working with enterprise customers in SaaS startup settings
• You have a proven track record of managing enterprise clients supporting enterprise clients
• 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
• You must be based in the Pacific Time Zone (PT) to align with our needs

Responsibilities

• 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 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