Senior Customer Success Manager

Senior Customer Success Manager (CSM)

Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find and fix and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZeroTM platform, delivers production-safe autonomous pentests and other key assessment operations that scale across the largest internal, external, cloud, and hybrid cloud environments. NodeZero has been adopted by organizations of all sizes, from small educational institutions to government agencies and Global 100 enterprises. It is used by ITOps/SecOps teams, consulting pentesters, and MSSPs and MSPs.

We are a fusion of former U.S. Special Operations cyber operators, startup engineers, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools, false positives resulting in alert fatigue, blind spots, "checkbox" security culture, cybersecurity skills shortage, and the long lead time and expense of hiring outside consultants. Collectively, we are a team of learn it alls, committed to a culture of respect, collaboration, ownership, and results.

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.
• Develop a 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 our internal teams to help drive the evolution of our product and services.
• Guide clients through the onboarding process and help them understand how to 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; possession of relevant certifications (e.g., CompTIA Security+, CISSP) is 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 them from reoccurring.

Perks of Horizon3.ai:

• Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive.
• Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities.
• Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.
• Hybrid & Remote Work: We embrace a mix of remote and hybrid work models depending on role and location, including our Chicago office, where some roles require regular in-office presence.
• Competitive Compensation: We offer competitive salary, equity and benefits. Our benefits include health, vision & dental insurance for you and your family, a flexible vacation policy, and generous parental leave.

Compensation and Values:

At Horizon3, we believe that our people are our greatest asset, and our compensation philosophy reflects this core value. We are committed to fostering an environment where all employees feel valued, respected, and rewarded for their contributions. Our compensation structure is designed to be fair, competitive, and transparent, ensuring that every team member is recognized and compensated equitably across roles, levels, and locations.

In accordance with various State's transparency regulations, we provide the following salary range information for this position:

• On-Target Compensation $140,000 - $175,000 OTE annually (80/20 split). The exact salary will be determined based on the selected candidate's location, qualifications, experience, and relevant skills.
• Additional compensation: All full-time roles are eligible for an equity package in the form of stock options.

You Belong Here:

Horizon3 is not just an equal opportunity employer - we are a community that values diversity, equity, and inclusion as fundamental principles of our culture and success. We are dedicated to fostering a workplace where everyone feels welcome and respected, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, hair length or any other legally protected status by law.

Our commitment to diversity and inclusion means we strive to attract, develop, and retain a workforce that reflects the varied communities we serve. We believe that diverse perspectives drive innovation and strengthen our ability to create cutting-edge cybersecurity solutions. At Horizon3, every team member is valued and supported in an environment that encourages personal and professional growth.

We welcome candidates from all backgrounds and experiences, and we encourage all qualified individuals to apply. Come be a part of Horizon3, where your unique contributions are recognized, and your potential is limitless.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.

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