Senior Manager, Customer Success

Responsibilities

• Lead & Develop the Team:
• Coach and mentor a team of Customer Success Managers across enterprise, scale, and MSSP segments. Foster a culture of ownership, accountability, and continuous improvement.
• Drive Adoption & Value Realization:
• Ensure customers operationalize NodeZero across their environments and workflows - driving measurable improvements in security posture and outcomes.
• Own Strategic Customer Relationships:
• Engage directly with executive stakeholders (e.g., CISOs, security leadership) especially within Fortune 500 and strategic partners to align on goals, roadmap, and long-term value.
• Enable Expansion & Retention:
• Guide your team to identify and drive expansion opportunities while mitigating risk, improving health scores, and securing renewals.
• Collaborate Cross-Functionally:
• Work closely with Sales, Channel, Product, and Support teams to orchestrate seamless onboarding, resolve blockers, and advocate for customer needs.
• Build Operational Rigor:
• Own processes and reporting in Gainsight and Salesforce to monitor KPIs, track team performance, and scale consistent success delivery across the lifecycle.
• Develop Playbooks & Processes:
• Create repeatable success plans, onboarding journeys, QBR templates, and enablement resources that improve efficiency and outcomes.
• Voice of Customer Champion:
• Aggregate structured feedback to inform product and go-to-market strategy. Help shape the roadmap and GTM narratives with customer proof points.

Requirements

• 7+ years of experience in Customer Success, Account Management, or related post-sales roles in cybersecurity or B2B SaaS
• 2-3+ years of direct people management experience, with a track record of hiring, coaching, and leading CSMs to strong outcomes
• Proven success meeting or exceeding goals tied to Net Revenue Retention (NRR), Gross Dollar Retention (GDR), and expansion
• Experience managing strategic customers (Fortune 500), with executive-level relationship management and negotiation skills
• Deep understanding of security operations and/or MSSP business models (e.g., red teaming, vulnerability management, SOC workflows)
• Confident working with technical products and customers - able to translate customer needs into product feedback or tailored success plans
• Strong communicator and storyteller with excellent presentation skills and executive presence
• Comfortable navigating ambiguity and building post-sales programs in a fast-paced, high-growth environment
• Proficient in Gainsight, Salesforce, JIRA, and Confluence
• Bachelor's degree required; advanced degree or MBA is a plus
• Travel: This is a fully remote position, but successful execution of the job may require up to 30% of travel.
• Compensation and Values

Benefits

Additional Information

Get to Know Us Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find, 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 IT Ops/SecOps teams, consulting pentesters, and MSSPs and MSPs. We are a fusion of former U.S. Special Operations cyber operators, startup engineers & operators, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools and 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.

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