Senior Customer Success Manager

Horizon3 AI

21d•$140,000 - $175,000•Remote

About The Position

We are seeking a dedicated and experienced Senior Customer Success Manager (CSM) to join our fast-growing team. As a Customer Success Manager, your role is vital in maintaining the satisfaction and success of our customers as they leverage the power of our flagship product, NodeZero. This position requires a background in cybersecurity, a customer-first mindset, and a talent for fostering strong relationships.

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.

Nice To Haves

possession of relevant certifications (e.g., CompTIA Security+, CISSP) is preferred.

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.