Federal Customer Success Manager

Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to enabling organizations to proactively find and fix exploitable attack vectors. As a Cleared Federal Customer Success Manager, you'll play a foundational role in shaping the post-sales experience for federal agencies, driving adoption and value realization of the NodeZero platform.

Responsibilities:

• Own and manage a portfolio of federal civilian, Department of War, and Defense Industrial Base (DIB) customers requiring compliance with various frameworks including CMMC and FedRAMP, providing expert guidance on leveraging NodeZero for achieving and maintaining compliance
• Navigate the complexities of working with government agencies, understanding their specific requirements and processes, and ensuring successful adoption and value realization of NodeZero within their unique environment
• Provide guidance on integrating NodeZero into unclassified and classified environments, adhering to relevant security protocols and procedures
• Conduct regular check-ins and business reviews, tailored to the unique needs and requirements of federal customers, focusing on compliance, security posture, and alignment with federal mandates
• Partner closely with IT and Security teams (SOC, red/blue teams, AppSec, etc.) to help interpret pentest results, prioritize remediation, and guide long-term offensive security strategy
• Proactively identify customer needs and potential challenges, suggesting solutions that improve their experience and enhance their cybersecurity posture
• Collaborate closely with Federal sales and renewals teams to drive retention and growth by identifying expansion opportunities, aligning on account strategy, and ensuring a seamless renewal process
• Act as a customer advocate, relaying customer feedback and technical issues to our internal teams to help drive the evolution of our product and services
• Conduct purposeful check-ins and regular business reviews to drive strategy, secure executive buy-in, and showcase business outcomes, rapidly leading to each customers “Aha” moment
• Contribute to documentation, training materials, repeatable playbooks, and SOPs to scale technical success
• Maintain detailed records of customer health and touchpoints using internal CS platforms, to rapidly identify, promote, and execute next best courses of action

Requirements:

• U.S. citizenship is a prerequisite
• Active/recent Top Secret or Secret clearance is required
• 4+ years in Customer Success, Technical Account Management, Client Services, within a SaaS cybersecurity environment or a combination of 4+ years in a customer facing or cybersecurity technical operator role, preferably in support of federally focused engagements
• Deep understanding of enterprise security, information technology, cloud, or offensive security
• Strong customer acumen and emotional intelligence, able to align solutions to business priorities and communicate clearly and confidently to both technical and executive stakeholders
• Experience managing a book of business, hyper focused on exceeding revenue targets (ARR, NRR, GRR)
• Comfortable with CRM and sales tools like Salesforce, Gainsight, Zendesk and JIRA; must be detail-oriented and organized
• In-depth experience of cybersecurity practices and principles; possession of relevant cybersecurity or offensive certifications (e.g., OSCP, CEH, GPEN, CISSP, CCNA, SANS) is preferred
• Startup or high-growth company experience is preferred; you must thrive in fast-paced, ambiguous environments