Head of Customer Success

3 weeks ago

Palo Alto, United States Nightfall AI Full time

Join to apply for the Head of Customer Success role at Nightfall AI. 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, Venrock, WestBridge Capital, Pear VC and a cadre of cybersecurity leaders such as Frederic Kerrest, Maynard Webb, Ryan Carlson, Kevin Mandia and many others. About the Role Nightfall AI is searching for a strategic, hands‑on Head of Customer Success to lead and scale our fast‑growing CS team. You'll partner with customers, internal teams, and leadership to maximize customer satisfaction, drive value realization, and ensure long‑term retention for our products. This is a hybrid role (3 days in‑office) based in our Palo Alto headquarters in the Bay Area. Key Responsibilities Define and execute the vision and strategy for Nightfall’s Customer Success function Build, mentor, and manage a high‑performing Customer Success team Develop and deploy processes that deliver exceptional onboarding, adoption, and value for enterprise customers Drive customer outcomes, engagement, retention, and growth through data‑driven insights and proactive account management Collaborate closely across Sales, Product, and Engineering to advocate for customers and resolve challenges Gather actionable customer feedback and guide product roadmap priorities Instrument and report on key CS metrics (NPS, churn, health scores, etc.) Qualifications 7+ years experience in Customer Success or similar customer‑facing roles within SaaS, including 3+ years in management Proven track record of scaling customer success/experience teams in dynamic, high‑growth environments Expertise in building processes and programs that drive customer adoption, engagement, and retention Strong technical acumen and background working with complex, modern software platforms Data‑driven, with experience building and interpreting KPIs for CS orgs Excellent communicator; clear, credible, and empathetic with both customers and internal stakeholders Experience with enterprise SaaS security products Passion for AI/ML products and hunger for leveraging AI in day‑to‑day work Familiarity with digital CS tools such as Salesforce, Pylon, etc. Willingness to travel for in‑person customer meetings Why Nightfall Join a mission‑driven company building the future of AI‑powered data security Have a direct impact on customer success, company growth, and product innovation Hybrid work model with 3 days in our Silicon Valley (Palo Alto) HQ Work alongside top‑notch engineers, product and GTM teams If you’re a strategic leader passionate about delighting customers and driving results, we’d love to speak with you Location : Palo Alto, CA | Salary : $140,000 - $172,000 | Employment type : Full‑time #J-18808-Ljbffr

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    Palo Alto, United States Nightfall AI Full time

    Join to apply for the Head of Customer Success role at Nightfall AI 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...

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