Customer Success Manager

About the Department
Customer Success Managers, Account Managers, Solution Architects, Support Engineers, - all working together to help our customers adopt Nightfall and create superior Data Leak Prevention experiences. 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.

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

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