[Remote] Senior Manager, Customer Success
Note: The job is a remote job and is open to candidates in USA. Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to enabling organizations to proactively find, fix and verify exploitable attack vectors. They are seeking a mission-driven Manager of Customer Success to lead a high-performing team of Customer Success Managers, ensuring customers realize value from their product and driving performance across the team.
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
Skills
- 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
Benefits
- All full-time roles are eligible for an equity package in the form of stock options.
- Health, vision & dental insurance for you and your family
- A flexible vacation policy
- Generous parental leave
- 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.
Company Overview