Senior Customer Success Manager

Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to helping organizations proactively find and fix exploitable attack vectors. They are seeking a dedicated and experienced Senior Customer Success Manager to maintain customer satisfaction and success while leveraging their flagship product, NodeZero.

Responsibilities:

• Manage a portfolio of Enterprise and Strategic accounts to achieve long-term success and drive adoption of our cybersecurity solution
• Develop a deep understanding of the NodeZero product, becoming a trusted adviser on its features and benefits
• Develop a trusted advisor status with customers, understanding their unique cybersecurity requirements and tailoring our offerings to their needs
• Act as a customer advocate, relaying customer feedback to our internal teams to help drive the evolution of our product and services
• Guide clients through the onboarding process and help them understand how to extract maximum value from NodeZero
• Proactively identify customer needs and potential challenges, suggesting solutions that improve their experience and enhance their cybersecurity posture
• Utilize customer usage data to identify major risk, upsell opportunities, and secure annual renewals
• Conduct regular customer success check-ins and perform in-depth quarterly business reviews to align on strategic initiatives and gain deeper executive stakeholder buy-in

Requirements:

• 5+ years of experience in a customer-facing role such as Customer Success, Account Management, or Client Services within a SaaS or cybersecurity environment
• In-depth knowledge of cybersecurity practices and principles; possession of relevant certifications (e.g., CompTIA Security+, CISSP) is preferred
• Strong technical expertise in information technology and cybersecurity
• Exceptional communication, interpersonal, and customer service skills
• Strong analytical skills with the ability to identify user trends and discern customer needs
• Experience with CRM software (e.g., Salesforce, HubSpot) and Customer Success software (e.g., Gainsight, ClientSuccess)
• Ability to work independently and in a team, establishing successful customer-focused initiatives
• Excellent problem-solving skills with the ability to identify issues, resolve them quickly, and prevent them from reoccurring
• Possession of relevant certifications (e.g., CompTIA Security+, CISSP) is preferred