Senior Customer Success Associate

GET TO KNOW US Horizon3 is a fast-growing, remote cybersecurity company dedicated to enabling organizations to proactively find, fix, and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZero™ platform, delivers production-safe autonomous pentests and other key assessment operations that scale across the largest internal, external, cloud, and hybrid cloud environments. NodeZero has been adopted by organizations of all sizes, from small educational institutions to government agencies and Global 100 enterprises. It is used by IT Ops/SecOps teams, consulting pentesters, and MSSPs and MSPs. We are a fusion of former U.S. Special Operations cyber operators, startup engineers and operators, and formerly frustrated cybersecurity practitioners. We are committed to solving common security problems including ineffective security tools, falsepositives, alert fatigue, blind spots, “checkbox” security culture, cybersecurity skills shortages, and the long lead time and expense of hiring outside consultants. Collectively, we are a team of learn-it-alls committed to a culture of respect, collaboration, ownership, and results. THE OPPORTUNITY The Digital Customer Success Manager/Associate plays a critical role in helping customers realize value from NodeZero through a proactive, scalable, and digital-first customer success motion. This role combines customer partnership, cybersecurity fluency, strong written communication, data-informed prioritization, and repeatable engagement programs. Depending on experience, this position may be hired at the Customer Success Associate or Customer Success Manager level. Both levels are expected to communicate clearly, learn technical concepts quickly, manage customer work with discipline, and help customers take meaningful action. The Customer Success Manager level operates with greater independence, owns more complex programs and customer situations, and contributes to improving the Digital Customer Success operating model. WHAT YOU’LL DO MANAGE SCALED CUSTOMER ENGAGEMENT - Manage a scaled portfolio of customers using customer metrics, health signals, lifecycle stages, and repeatable engagement plays. - Build trusted relationships with customer champions and help them communicate security outcomes to technical and executive stakeholders. - Use CRM and customer success systems consistently so customer context, actions, risks, and next steps are visible to the team. DRIVE ONBOARDING AND ADOPTION - Drive onboarding and adoption through digital touchpoints such as targeted email programs, webinars, office hours, product education, customer resources, and focused outreach. - Help customers connect NodeZero capabilities—including Insights, Tripwires, Rapid Response, and core assessment workflows—to their security priorities. - Help customers understand NodeZero results and translate technical findings into clear business priorities, remediation actions, and next steps. MONITOR CUSTOMER HEALTH AND RISK - Monitor customer signals including platform activity, assessment completion, finding follow-through, engagement, open risks, support needs, and renewal timing. - Identify customers who are stalled, disengaged, under-adopted, or at risk. - Execute appropriate intervention plans and maintain clear ownership through resolution. - Support renewal and expansion motions by documenting customer outcomes, usage trends, adoption progress, risks, and opportunities. BUILD SCALABLE SUCCESS PROGRAMS - Create and improve repeatable onboarding, adoption, renewal-readiness, and re-engagement plays that can be delivered consistently at scale. - Contribute to digital engagement programs, customer education, webinars, office hours, and self-service resources. - Use data and customer feedback to refine engagement strategies and improve customer outcomes. PARTNER CROSS-FUNCTIONALLY - Capture customer feedback, patterns, objections, and product gaps in a clear and actionable format for Product, Engineering, Marketing, Support, and Sales. - Coordinate internally when a customer needs technical help, an escalation, or a decision outside the standard playbook. - Maintain clear communication, ownership, and follow-through across internal teams. LEVEL EXPECTATIONS: CUSTOMER SUCCESS ASSOCIATE - Supports scaled customer engagement programs and a defined customer portfolio. - Executes established onboarding, adoption, re-engagement, and renewal-readiness plays. - Builds foundational knowledge of NodeZero, cybersecurity concepts, and customer workflows. - Escalates complex customer issues appropriately and maintains accurate customer records. - Typically requires 1+ years of relevant experience in Customer Success, Customer Support, Account Management, Sales, or a related customer-facing role. CUSTOMER SUCCESS MANAGER - Independently manages a scaled portfolio and owns more complex customer situations. - Designs and improves customer engagement programs and lifecycle plays. - Uses customer data and health signals to prioritize work and proactively manage risk. - Acts as a trusted advisor to customer champions and supports executive-level communication. - Contributes to the evolution of the Digital Customer Success operating model. - Typically requires 2+ years of relevant Customer Success, Account Management, Technical Support, cybersecurity, or SaaS experience. WHAT YOU’LL BRING - 1+ years of relevant experience for the Customer Success Associate level or 2+ years for the Customer Success Manager level. - Experience in Customer Success, Account Management, Customer Support, Sales, cybersecurity, SaaS, or another customer-facing role. - Strong written and verbal communication skills. - Ability to learn technical concepts and explain them clearly to customers. - Comfort using data, customer signals, and business context to prioritize work. - Strong organization and follow-through across multiple customers, programs, and deadlines. - Experience with CRM, customer success, support, or productivity tools. - A proactive, customer-focused approach and strong ownership mentality. - Ability to collaborate effectively with Product, Engineering, Marketing, Support, Sales, and other cross-functional partners. - Comfort working in a fast-paced, evolving environment. - Interest in cybersecurity, security operations, vulnerability management, or related technical domains preferred. WHAT SETS YOU APART - You communicate clearly and make complex information easy to act on. - You are curious about cybersecurity and motivated to build technical fluency. - You balance empathy for customers with urgency and accountability. - You are highly organized and comfortable managing work at scale. - You recognize patterns across customers and turn them into repeatable improvements. - You take ownership, follow through on commitments, and raise risks early. - You bring a low-ego, collaborative, and continuous-improvement mindset. TRAVEL REQUIRED This is a fully remote position. Limited travel may be required for team meetings, company events, or customer engagements. PERKS OF HORIZON3 - Inclusive Team: We value diversity and promote an environment where everyone can thrive. - Growth Opportunities: Join a dynamic company with meaningful opportunities to learn and grow. - Innovative Culture: Work with a collaborative team solving important cybersecurity problems through practical innovation. - Hybrid & Remote Work: We support remote and hybrid work models depending on role and location, including our Chicago office, where some roles require regular in-office presence. - Competitive Compensation: We offer competitive salary, equity, and benefits, including health, vision, dental, flexible vacation, and generous parental leave. COMPENSATION AND VALUES At Horizon3, we believe our people are our greatest asset. Our compensation philosophy reflects our commitment to ensuring employees are valued, respected, and rewarded for their contributions. In accordance with applicable salary-transparency regulations, the compensation range for this position is: $110,000 - $130,000 OTE annually (80/20 split) The exact compensation will be determined based on level, location, qualifications, experience, and relevant skills. All full-time employees are eligible for an equity package in the form of stock options. YOU BELONG HERE Horizon3 is not just an equal opportunity employer—we are a community that values diversity, equity, and inclusion as fundamental principles of our success. We are dedicated to fostering a workplace where everyone feels welcome and respected, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, or any other legally protected status by law. We believe diverse perspectives drive innovation and strengthen our ability to create cutting-edge cybersecurity solutions. Every team member is valued and supported in an environment that encourages personal and professional growth. We welcome candidates from all backgrounds and encourage all qualified individuals to apply. Come be part of Horizon3, where your unique contributions are recognized and your potential is limitless. OTHER DUTIES This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice. APPLICATION NOTE In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.