Senior Manager, Customer Success
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Job Description
Senior Manager driving Customer Success for Horizon3.ai customers. Leading CSM teams and enhancing value realization from cybersecurity products.
Responsibilities:
- Lead and grow a high-performing team of Customer Success Managers
- Drive adoption and value realization from NodeZero
- Own strategic customer relationships with executive stakeholders
- Enable expansion opportunities and secure renewals
- Collaborate cross-functionally with Sales, Channel, Product, and Support teams
- Build operational rigor and own processes in Gainsight and Salesforce
- Develop playbooks and processes for efficiency
- Aggregate structured feedback to inform product strategy
Requirements:
- 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
- Proven success meeting or exceeding goals tied to Net Revenue Retention (NRR) and Gross Dollar Retention (GDR)
- Experience managing strategic customers with executive-level relationship management skills
- Deep understanding of security operations and/or MSSP business models
- Strong communicator and storyteller with excellent presentation skills
- Proficient in Gainsight, Salesforce, JIRA, and Confluence
- Bachelor’s degree required; advanced degree or MBA is a plus
Benefits:
- Health insurance
- Vision insurance
- Dental insurance
- Flexible vacation policy
- Generous parental leave
- Growth opportunities
- Innovative culture
- Hybrid & remote work options
- Competitive compensation
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