[Hiring] Federal Customer Success Manager @Horizon3 AI

Role Description

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.

• 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 customer's “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.

Qualifications

• 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; possession of relevant cybersecurity or offensive certifications (e.g., OSCP, CEH, GPEN, CISSP, CCNA, SANS) is preferred.
• 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).
• Startup or high-growth company experience is preferred; you must thrive in fast-paced, ambiguous environments.
• Comfortable with CRM and sales tools like Salesforce, Gainsight, Zendesk, and JIRA; must be detail-oriented and organized.

Requirements

• This is a remote position, but successful execution of the job may require up to 20% of travel.
• The ideal candidate is located in the DC, Maryland, or Northern Virginia area and available for ad-hoc or semi-permanent travel to customer sites or local H3 office locations.

Benefits

• Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive.
• Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities.
• Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.
• Hybrid & Remote Work: We embrace a mix of 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. Our benefits include health, vision & dental insurance for you and your family, a flexible vacation policy, and generous parental leave.