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Salary: USD 110,000 - 130,000 / annual
Horizon3.ai is a fast-growing cybersecurity company that enables organizations to proactively find, fix, and verify exploitable attack vectors before criminals exploit them. The flagship product, NodeZero™, delivers production-safe autonomous pentests and assessment operations that scale across internal, external, cloud, and hybrid cloud environments. The company is built by former U.S. Special Operations cyber operators, startup engineers, and cybersecurity practitioners.
The Digital Customer Success Associate/Manager 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.
Key responsibilities include:
**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 to their security priorities and translate technical findings into clear business priorities and remediation actions.
**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 support renewal and expansion motions.
**Build Scalable Success Programs:** Create and improve repeatable onboarding, adoption, renewal-readiness, and re-engagement plays. Contribute to digital engagement programs, customer education, webinars, office hours, and self-service resources. Use data and customer feedback to refine engagement strategies.
**Partner Cross-Functionally:** Capture customer feedback, patterns, objections, and product gaps for Product, Engineering, Marketing, Support, and Sales. Coordinate internally when customers need technical help, escalations, or decisions outside standard playbooks.
The role may be hired at the Customer Success Associate or Customer Success Manager level depending on experience. The Associate level supports scaled customer engagement programs and executes established plays, while the Manager level independently manages complex customer situations, designs engagement programs, and contributes to evolving the Digital Customer Success operating model.
This is a fully remote position with limited travel possible for team meetings, company events, or customer engagements.
**Requirements:**
- 1+ years of relevant experience for Customer Success Associate level, or 2+ years for 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
- Proactive, customer-focused approach with strong ownership mentality
- Ability to collaborate effectively with cross-functional partners
- Comfort working in a fast-paced, evolving environment
- Interest in cybersecurity, security operations, vulnerability management, or related technical domains (preferred)
