Head of Customer Success

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Head of Customer Success

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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

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