Head of Customer Success

Nightfall AI • Palo Alto, CA

61d • Hybrid

About The Position

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.

Requirements

• 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

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.)

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Publishing Industries
• Education Level: No Education Listed
• Number of Employees: 101-250 employees