Manager, Customer Success

Summary

Horizon3.ai is on a mission to help organizations find, fix, and verify exploitable attack paths - before attackers can. As we scale our impact with global enterprises and managed service providers, we're looking for a mission-driven, people-first Manager of Customer Success to lead and grow a high-performing team of CSMs supporting our enterprise, federal, and MSSP customers.

This is a people leadership role first and foremost. You’ll serve as a coach, strategist, and operator, driving performance across the team while directly influencing customer outcomes. You’ll ensure our customers realize value from NodeZero, champion their success internally, and help define what world-class customer success looks like at Horizon3.

What You’ll Do

• 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.
  

Who You Are

• 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

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.

Travel: This is a fully remote position, but successful execution of the job may require up to 30% of travel.

Why H3

• Competitive Compensation: We offer a highly competitive salary and benefits package.

• Growth Opportunities: Be part of a dynamic and growing team with numerous career advancement opportunities.

• Innovation-Driven Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.

• Flexible Work Environment: Enjoy the convenience and work-life balance that comes with remote work.

• Inclusive and Diverse Team: We value diversity and promote an inclusive culture where everyone can thrive.

Compensation Disclosure:

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

• Salary range: $160,000 - $215,000 annually. The exact salary will be determined based on the selected candidate’s location, qualifications, experience, and relevant skills.

• Additional compensation: Equity options, and other benefits which will be discussed during the interview process.

We are committed to pay equity, fairness, and transparency. All candidates will be evaluated based on their skills, experiences, and potential contributions without regard to race, gender, age, or any other protected status. Horizon3.ai is an equal opportunity employer and is committed to providing a work environment that is free from discrimination and harassment. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, or any other legally protected status.

We encourage all qualified candidates to apply for open positions with our company and welcome candidates from all backgrounds and experiences. We are committed to providing equal employment opportunities to all employees and applicants for employment and will make reasonable accommodations to enable individuals with disabilities to perform the essential functions of their roles.

Join Horizon3.AI’s team of passionate professionals and contribute to the growth of cutting-edge cybersecurity solutions while building strong customer relationships in a dynamic and remote work environment.