Federal Customer Success Manager

About this role

Get to Know Us

Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find and fix and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZeroTM 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 ITOps/SecOps teams, consulting pentesters, and MSSPs and MSPs. 

We are a fusion of former U.S. Special Operations cyber operators, startup engineers, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools, false positives resulting in alert fatigue, blind spots, "checkbox” security culture, cybersecurity skills shortage, 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.

Summary:

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.

This role requires a strong background in cybersecurity and someone who is consultative and eager to build relationships both internally and across customer segments. You’ll partner closely with Sales, Product, Engineering, and Support, while helping shape the long-term vision for Customer Success in a dynamic and fast-growing market.

Responsibilities:

- 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 customers “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

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.

Travel: 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.

Perks of Horizon3.ai

- 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

Similar jobs

• Commercial Customer Success Manager — Coderabbit · SF | Boston
• Commercial Customer Success Manager — Nebius · Remote
• Commercial Customer Success Manager — Coderabbit · San Francisco
• Senior Customer Success Manager - Federal — Tenableinc · MA - Boston - Office , US - Headquarters - Maryland - Columbia
• Senior Customer Success Manager - Federal — Chainguard · Remote
• Customer Success Manager — Ambrook · San Francisco
• Customer Success Manager — Alpacahealth · New York City, NY
• Customer Success Manager — Luminary · New York, NY