Customer Success Leader

Summary/Overview

The Customer Success Leader is responsible for a Customer Success management team in a region/function reporting directly to the Vice President of Customer & Partner Success. They will act as a “Virtual CISO” for our customers and serve as the primary point of contact for net new and expansion customers, helping them solve problems with our product. In a leadership capacity, you will direct a team that will diagnose issues and propose new workflows that are deeply rooted in your understanding of our product. Your work will unearth critical insights that feed directly into our roadmap, helping us productize key pieces of the customer journey.

Essential Functions

• Manage a team of Customer Success Leads accountable for Customer’s onboarding, enablement, adoption, renewals, customer health, and customer satisfaction.
• Responsible for identifying technical and business requirements and use cases to assure our clients solutions drive value and exceed expectations.
• Acts as the main point of contact throughout the customer’s journey, defining a success plan with clear outcomes and ensures clear communication across Customer Executives, business owners and operational resources.
• Effectively networks within assigned customers across your region or function, coordinating with your Customer Success management team, in order to successfully support and execute the customer's strategy and solutions roadmap.
• Delivers an exceptional customer experience with proactive communication, applying the right internal resources, and effectively using our customer enablement resources to meet customer business goals.
• Drives adoption of our clients solutions – using data to provide insights and progress from baseline through upsells.
• Develop account plans with the team for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Act as internal leader liaison between product management and the customer with a focus on communicating the roadmap and how the roadmap will influence customer activities.
• Identifies Customer risk and works with internal resources to build and execute “get well” plans

Competencies

• Team management of 5-15 Customer Success Leads
• Strategic thinking and planning at a senior leader policy level
• Technical subject matter expertise in information technology and cyber security
• Create a team of highly motivated, collaborative, responsible, and passionate CSLs empowered to exceed client expectations.
• Experience with account planning & customer success plans.
• Effective communicator both internally and externally.
• Ability to prioritize, multi-task, and perform effectively in ambiguous environments.

Travel Required

We are a fully remote company, and this job may require up to 5% of travel to be successful. Job-related travel expenses are reviewed and must be approved by your manager.

Required Education/Experience

• Bachelor’s Degree in Computer Science, Information Systems or related field
• 5+ yrs of senior level management in the Customer Success space (5-15 direct reports)
• 3-5 yrs of experience in cybersecurity at midsize or large company
• Track record of proven experience as Customer Success Manager and/or Technical Account Manager within a fast-paced SaaS vendor, ideally within Cybersecurity
• Experience in working with complex, multi-divisional, multi-geographical customers
• Strong communication and relationship management skills, with the ability to effectively navigate organizations
• Strong consulting skills from working as a trusted advisor to drive business value for clients and their subsidiaries within a SaaS vendor
• Self-motivated, collaborative, responsible, and passionate about exceeding client expectations
• Experience with account planning & customer success plans
• Effective communicator both internally and externally
• Ability to prioritize, multi-task, and perform effectively in ambiguous situations
• Advanced certification CISSP, CISM, CEH is a plus

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.

Why H3

• Competitive Compensation: We offer a highly competitive salary and benefits package.
• Growth Opportunities: Be part of a dynamic and growing team with numerous career advancement opportunities.
• Innovation-Driven Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.
• Flexible Work Environment: Enjoy the convenience and work-life balance that comes with remote work.
• Inclusive and Diverse Team: We value diversity and promote an inclusive culture where everyone can thrive.

Compensation Disclosure:

In accordance with various State’s transparency regulations, we provide the following salary range information for this position:

• Base salary range: $140K - $220K annually. The exact salary will be determined based on the selected candidate’s location, qualifications, experience, and relevant skills.
• Additional compensation: Equity options, and other benefits which will be discussed during the interview process.

We are committed to pay equity, fairness, and transparency. All candidates will be evaluated based on their skills, experiences, and potential contributions without regard to race, gender, age, or any other protected status. Horizon3.ai is an equal opportunity employer and is committed to providing a work environment that is free from discrimination and harassment. We do not discriminate based on 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.

We encourage all qualified candidates to apply for open positions with our company and welcome candidates from all backgrounds and experiences. We are committed to providing equal employment opportunities to all employees and applicants for employment and will make reasonable accommodations to enable individuals with disabilities to perform the essential functions of their roles.

Join Horizon3.AI’s team of passionate professionals and contribute to the growth of cutting-edge cybersecurity solutions while building strong customer relationships in a dynamic and remote work environment.