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-se