Senior Customer Success Manager

Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to enabling organizations to proactively find, fix, and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZero™ platform, delivers production-safe autonomous pentests and key assessment operations that scale across large internal, external, cloud, and hybrid cloud environments. NodeZero is used by organizations of all sizes, from small educational institutions to government agencies and Global 100 enterprises, by ITOps/SecOps teams, consulting pentesters, MSSPs, and MSPs. We are a team of former U.S. Special Operations cyber operators, startup engineers, and cybersecurity practitioners committed to solving common security challenges.

About the Role

We are seeking a dedicated and experienced Senior Customer Success Manager (CSM) to join our fast-growing team. In this role, you will maintain the satisfaction and success of our customers as they leverage our flagship product, NodeZero. This position requires a background in cybersecurity, a customer-first mindset, and a talent for fostering strong relationships.

Responsibilities

• Manage a portfolio of Enterprise and Strategic accounts to achieve long-term success and drive adoption of our cybersecurity solution.
• Develop a deep understanding of the NodeZero product, becoming a trusted adviser on its features and benefits.
• Establish trusted advisor status with customers, understanding their unique cybersecurity requirements and tailoring our offerings to their needs.
• Act as a customer advocate, relaying customer feedback to internal teams to drive product and service evolution.
• Guide clients through the onboarding process and help them extract maximum value from NodeZero.
• Proactively identify customer needs and potential challenges, suggesting solutions that improve their experience and enhance their cybersecurity posture.
• Utilize customer usage data to identify major risk, upsell opportunities, and secure annual renewals.
• Conduct regular customer success check-ins and perform in-depth quarterly business reviews to align on strategic initiatives and gain deeper executive stakeholder buy-in.

Qualifications

• 5+ years of experience in a customer-facing role such as Customer Success, Account Management, or Client Services within a SaaS or cybersecurity environment.
• In-depth knowledge of cybersecurity practices and principles; relevant certifications (e.g., CompTIA Security+, CISSP) are preferred.
• Strong technical expertise in information technology and cybersecurity.
• Exceptional communication, interpersonal, and customer service skills.
• Strong analytical skills with the ability to identify user trends and discern customer needs.
• Experience with CRM software (e.g., Salesforce, HubSpot) and Customer Success software (e.g., Gainsight, ClientSuccess).
• Ability to work independently and in a team, establishing successful customer-focused initiatives.
• Excellent problem-solving skills with the ability to identify issues, resolve them quickly, and prevent recurrence.

Benefits

• Inclusive team culture that values diversity and promotes respect.
• Growth opportunities within a dynamic and expanding company.
• Innovative and collaborative work environment.
• Hybrid and remote work options depending on role and location.
• Competitive compensation including salary, equity, and benefits.
• Health, vision, and dental insurance for you and your family.
• Flexible vacation policy and generous parental leave.

Pay

Base salary range: $140,000 - $175,000 OTE annually. The exact salary will be determined based on the selected candidate’s location, qualifications, experience, and relevant skills. All full-time roles are eligible for an equity package in the form of stock options.