Federal Customer Success Manager

Horizon3 AI•Washington, DC

1d•$120,000 - $165,000•Remote

About The Position

As a Cleared Federal Customer Success Manager, you'll play a foundational role in growing and shaping our post-sales experience. You will serve as the strategic advisor to a book of high-value agencies and organizations across various government verticals —working directly with technical operators and business leaders to drive adoption, value realization, retention, and expansion. This role requires a strong background in cybersecurity and someone who is consultative and eager to build relationships both internally and across customer segments. You’ll partner closely with Sales, Product, Engineering, and Support, while helping shape the long-term vision for Customer Success in a dynamic and fast-growing market.

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
In-depth experience of cybersecurity practices and principles
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

Nice To Haves

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

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