Senior Manager, Customer Success

Job description

Get to Know Us Horizon3 http://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. What You'll Do Horizon3 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. WHAT YOU'LL DO Horizon3 is on a mission to help organizations find, fix, and verify exploitable attack paths before attackers can. As we continue to scale across enterprise, federal, and managed security service provider (MSSP) customers, we're looking for a mission-driven, people-first Senior Manager, Customer Success to lead and develop a high-performing team of Customer Success Managers. This is a people leadership role first and foremost. You'll serve as a coach, operator, and strategic leader, helping your team build trusted relationships with security leaders while ensuring customers successfully operationalize NodeZero as a core component of their security program. You'll drive customer outcomes, influence product adoption, and help define what world-class Customer Success looks like at Horizon3. LEAD & DEVELOP THE TEAM Lead, coach, and develop a team of Customer Success Managers supporting Enterprise, Federal, and MSSP customers. Foster a culture of ownership, accountability, continuous learning, and customer obsession while helping your team grow as trusted advisors to security practitioners and executive stakeholders. DRIVE SECURITY OUTCOMES & PLATFORM ADOPTION Ensure customers successfully operationalize NodeZero across enterprise, cloud, and hybrid environments. Partner with customers to integrate autonomous pentesting into vulnerability management, exposure management, remediation validation, and broader security operations workflows, driving measurable improvements in security posture and risk reduction. OWN STRATEGIC CUSTOMER RELATIONSHIPS Build trusted relationships with CISOs, security executives, security architects, vulnerability management teams, SOC leaders, and other technical stakeholders. Align customer success plans to strategic security initiatives, executive priorities, and measurable business outcomes. ENABLE EXPANSION & RETENTION Partner with your team to identify opportunities for broader platform adoption across business units, attack surfaces, and security use cases while proactively mitigating risk, improving customer health, and driving renewals and expansion. Own team performance against Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and customer adoption metrics. PARTNER CROSS-FUNCTIONALLY Work closely with Sales, Sales Engineering, Product Management, Support, Threat Research, and Engineering to remove customer blockers, resolve technical challenges, influence roadmap priorities, and deliver a seamless customer experience throughout the post-sales lifecycle. BUILD OPERATIONAL EXCELLENCE Establish scalable Customer Success processes, reporting, and operational rigor using Gainsight, Salesforce, and related systems. Define and monitor KPIs that measure customer adoption, health, retention, expansion, and team performance. DEVELOP PLAYBOOKS & SUCCESS PROGRAMS Build repeatable customer success frameworks, onboarding programs, executive business reviews, success plans, adoption playbooks, and enablement resources that help customers maximize the value of NodeZero while enabling your team to scale efficiently. CHAMPION THE VOICE OF THE CUSTOMER Translate feedback from security practitioners and executive customers into actionable insights for Product and Go-to-Market teams. Help shape the roadmap through customer feedback around attack path validation, cloud security, identity, remediation workflows, and emerging customer needs. TECHNICAL & SECURITY LEADERSHIP Coach your team to confidently navigate technical security conversations around exploitability, attack paths, remediation prioritization, security validation, and offensive security best practices. Help CSMs become credible advisors who can engage both practitioners and executive security leaders. Who You Are - 7+ years of experience in Customer Success, Technical Account Management, Account Management, or related post-sales leadership roles within cybersecurity or highly technical B2B SaaS organizations. - 3-5+ years of direct people management experience with a demonstrated track record of hiring, developing, and leading high-performing Customer Success teams. - Proven success owning and improving key post-sales metrics including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer adoption, expansion, and executive customer satisfaction. - Experience supporting strategic Enterprise or Fortune 500 customers with executive-level relationship management, business reviews, and complex stakeholder engagement. - Strong understanding of cybersecurity concepts such as attack paths, vulnerability management, exposure management, Active Directory security, identity, cloud security, penetration testing, security validation, or security operations. - Comfortable engaging directly with CISOs, Security Directors, Security Architects, SOC teams, vulnerability management teams, and other technical practitioners. - Experience leading Customer Success organizations supporting complex cybersecurity products such as CNAPP, EDR/XDR, SIEM, ASM, BAS, exposure management, vulnerability management, or penetration testing platforms is strongly preferred. - Demonstrated ability to translate technical customer needs into strategic business outcomes while influencing product direction and customer adoption. - Strong cross-functional leadership skills with experience partnering across Sales, Product, Engineering, Support, and Marketing. - Excellent communication, executive presence, coaching, and storytelling skills. - Comfortable operating in a fast-paced, high-growth environment where processes are continually evolving. - Experience with Gainsight, Salesforce, Jira, Confluence, or similar customer success and collaboration platforms. - Bachelor's degree required; advanced degree or relevant cybersecurity certifications are 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 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: - Salary range: $180,000 - $260,000 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. Perks of Horizon3 http://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. 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. 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.