Horizon3.ai is hiring a Manager, Customer Success

Horizon3.ai is hiring a Manager, Customer Success to lead and grow a high-performing team of Customer Success Managers. In this role, you will coach your team and serve as a strategist to drive performance and ensure enterprise, federal, and MSSP customers realize maximum value from our product.

What You'll Do

• Coach and mentor a team of Customer Success Managers across enterprise, scale, and MSSP segments.
• Foster a culture of ownership, accountability, and continuous improvement.
• Ensure customers operationalize NodeZero across their environments and workflows.
• Drive measurable improvements in customer security posture and outcomes.
• Engage directly with executive stakeholders (e.g., CISOs, security leadership) within Fortune 500 and strategic partners.
• Align with strategic customers on goals, roadmap, and long-term value.
• Guide team to identify and drive expansion opportunities while mitigating risk.
• Improve customer health scores and secure renewals.
• Work closely with Sales, Channel, Product, and Support teams to orchestrate seamless onboarding and resolve blockers.
• Advocate for customer needs internally.
• Own processes and reporting in Gainsight and Salesforce to monitor KPIs and track team performance.
• Scale consistent success delivery across the customer lifecycle.
• Create repeatable success plans, onboarding journeys, QBR templates, and enablement resources.
• Aggregate structured customer feedback to inform product and go-to-market strategy.
• Help shape product roadmap and GTM narratives with customer proof points.

What We're Looking For

• 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.
• 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).
• 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.
• Ability 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.

Nice to Have

• Advanced degree or MBA.

Technical Stack

• Gainsight
• Salesforce
• JIRA
• Confluence

Team & Environment

You will lead and grow a high-performing team of Customer Success Managers.

Benefits & Compensation

• Competitive salary and benefits package.
• Numerous career advancement opportunities.
• Innovation-driven, collaborative environment.
• Flexible, remote work environment.
• Inclusive and diverse team culture.
• Equity options.
• Compensation: $160,000 - $215,000 annually + equity options.

Work Mode

This is a remote position.

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.