Partner Customer Success Manager

Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to proactive security solutions. They are seeking an experienced Partner Customer Success Manager to lead post-sales experiences for managed service partners, ensuring effective deployment and value realization of their NodeZero platform.

Responsibilities:

• Own the Partner Lifecycle: Serve as the primary post-sales point of contact for a portfolio of MSSP/MSP/GSI partners—guiding them from onboarding and activation to value realization, enablement, and advocacy
• Drive Adoption & Enablement: Lead technical onboarding and hands-on training sessions to ensure partner teams can effectively use NodeZero and deliver measurable outcomes for their customers
• Build Strategic Relationships: Cultivate trusted relationships with partner stakeholders across delivery, technical, and executive roles to align on joint success and roadmap planning
• Measure & Optimize Performance: Monitor partner engagement, usage patterns, and customer outcomes to identify areas of opportunity, risk, and growth. Use data to inform strategic recommendations
• Resolve & Escalate: Serve as an escalation point for partner-related issues, collaborating with Support and Product to ensure fast, high-quality resolution
• Contribute to Partner Playbooks & Content: Create scalable partner resources, including guides, case studies, enablement sessions, and QBR frameworks
• Enable Joint GTM Success: Partner with Channel and Sales to support co-selling motions and drive mutual revenue growth through partner-led customer expansion
• Influence Product Direction: Relay structured feedback from partners to internal teams, helping shape the product roadmap with a deep understanding of partner needs and market dynamics

Requirements:

• 5+ years of experience in Customer Success, Technical Account Management, Channel Management, or Partner Enablement—preferably in cybersecurity or B2B SaaS
• Strong understanding of MSSP/MSP business models and their delivery of security services (e.g., SOC operations, vulnerability management, red teaming)
• Technical fluency in cybersecurity solutions and/or experience supporting highly technical users
• Demonstrated success building long-term relationships with partners, managing joint success plans, and driving retention and expansion
• Experience supporting revenue-based goals tied to partner adoption, NRR, or managed ARR
• Self-starter comfortable navigating ambiguity and scaling post-sales programs from the ground up
• Strong presentation, training, and interpersonal skills—able to engage both technical practitioners and executive stakeholders
• Proficient with CS tools like Salesforce, Gainsight, JIRA, and Confluence
• Willingness to travel to partner sites and industry events (~10–30%)