Senior Customer Success Manager

About the position

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 & 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

• 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 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

Requirements

• 5+ years of consulting, account management, customer success, or sales experience, working with enterprise customers in SaaS startup settings
• Proven track record of managing enterprise clients supporting enterprise clients
• Prioritize customer experience with a focus on customer happiness and retention
• Drive to understand customers’ business goals, anticipate future needs, and identify solutions
• Team player with a high level of integrity and a desire to assist your team - flexible as your team scales
• Proven capacity to develop relationships and optimize enterprise customer accounts
• Strong business acumen and an interest in machine learning & information security
• Aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability
• Resourceful - know how to find answers even if you don't have them all