Head of Customer Success

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:

Head of Customer Success

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!