Senior Manager of Customer Success

Join <Horizon3.ai>, a mission-driven company focused on helping organizations identify and address exploitable attack paths before they can be exploited by attackers. As the Senior Manager of Customer Success, you will lead and develop a high-performing team of Customer Success Managers, drive adoption and value realization of our product, and engage directly with executive stakeholders. You will also collaborate cross-functionally, build operational rigor, develop playbooks and processes, champion the voice of the customer, and provide technical and security leadership. This is a fully remote position with opportunities for growth and advancement.

• Coaching and mentoring a team of Customer Success Managers, fostering a culture of ownership and continuous improvement.
• Driving adoption and value realization of the company's product, ensuring customers operationalize NodeZero across their environments.
• Engaging directly with executive stakeholders, aligning on goals, roadmap, and long-term value, and guiding the team to identify and drive expansion opportunities.
• Confident working with technical products and customers - able to translate customer needs into product feedback or tailored success plans
• Proficient in Gainsight, Salesforce, JIRA, and Confluence
• Proven success meeting or exceeding goals tied to Net Revenue Retention (NRR), Gross Dollar Retention (GDR), and expansion
• 7+ years of experience in Customer Success, Account Management, or related post-sales roles in cybersecurity or B2B SaaS
• Experience managing strategic customers (Fortune 500), with executive-level relationship management and negotiation skills
• Comfortable navigating ambiguity and building post-sales programs in a fast-paced, high-growth environment
• Deep understanding of security operations and/or MSSP business models (e.g., red teaming, vulnerability management, SOC workflows)
• Strong communicator and storyteller with excellent presentation skills and executive presence
• Bachelor’s degree required; advanced degree or MBA is a plus
• 3-5+ years of direct people management experience, with a track record of hiring, coaching, and leading CSMs to strong outcomes
• This is a fully remote position, but successful execution of the job may require up to 30% of travel