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Customer Success Lead

Full Time

Website Nightfall

As the Customer Success Lead at Nightfall, you’ll play a pivotal role with our customers. You’ll define the entire post-sales motion including onboarding, relationship management, renewals, growth, and support.  You will orchestrate the customer relationship, drive effective product adoption, and advise on integrations to ensure customers are deriving value & seeing success with the Nightfall platform. This is the perfect role for someone who has proven customer success experience, built a team, and is looking for a fast-paced, high-growth environment.  You should be eager to be on the frontlines of the data security industry and work closely with customers at a fast-moving startup.


  • Define and build out a highly productive and efficient post-sales team.
  • Build relationships with key stakeholders and executives across our strategic accounts; 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
  • Manage account book towards NRR and GRR targets 
  • Collaborate cross-functionally to drive expansion revenue and identify upsell and cross-sell opportunities
  • Manage and close renewals and refine our renewal management playbook
  • 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


  • Ideally 3-5 years of consulting, account management, customer success, or sales experience, working with enterprise customers in SaaS and/or early stage startup settings
  • You understand the variety of roles a customer success manager plays and can easily oscillate between them
  • You are comfortable with the transactional aspect of customer success and have handled renewals or worked closely with internal teams to expand a customer’s product usage
  • 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 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
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