horizon3ai - Senior Manager, Customer Success
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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.
Responsibilities
• Horizon3.ai http://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. • 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. • Application Note • In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Benefits
• 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: • Base salary range: $180,000 - $225,000 OTE (80/20 split) annually. 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. • 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. • You Belong Here
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