Enterprise Customer Success Manager

Nightfall AI

About The Position

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.

Requirements

5+ years of experience in Customer Success, Technical Account Management, or Consulting in enterprise B2B SaaS.
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.

Responsibilities

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.