Customer Success Lead

Job Summary:

We are a fully remote cybersecurity technology company looking for a Customer Success Lead to manage our Customer Success Management team in the California and Southwest region. The Customer Success Lead will act as the primary point of contact for new and expansion customers, helping them solve problems with our product. They will diagnose issues, propose new workflows, and unearth critical insights that feed directly into our roadmap, helping us productize key pieces of the customer journey.

Key Responsibilities:

• Manage and be accountable for customer onboarding, enablement, adoption, renewals, customer health, and satisfaction.
• Identify technical and business requirements and use cases to assure our client's solutions drive value and exceed expectations.
• Act as the main point of contact throughout the customer's journey, defining a success plan with clear outcomes and ensuring clear communication across customer executives, business owners, and operational resources.
• Effectively network 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.
• Deliver an exceptional customer experience with proactive communication, applying the right internal resources, and effectively using our customer enablement resources to meet customer business goals.
• Drive adoption of our client's solutions – using data to provide insights and progress from baseline through upsells.
• Develop account plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Act as a liaison between product management and the customer with a focus on communicating the roadmap and how the roadmap will influence customer activities.
• Identify customer risk and work with internal resources to build and execute "get well" plans.

Competencies:

• Strategic thinking and planning at a senior leader policy level.
• Technical subject matter expertise in information technology and cybersecurity.
• 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 environments.

Travel Required: This job may require up to 5% of travel to be successful. 

Required Education/Experience:

• Bachelor's Degree in Computer Science, Information Systems, or related field.
• 5 years of experience in cybersecurity at a midsize or large company.
• 5 years experience as a Customer Success Manager and/or Technical Account Manager within a fast-paced SaaS vendor.
• 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.

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 believe that diversity and inclusion are essential to our success as a company and as a community. We are committed to attracting, developing, and retaining a diverse workforce that represents the communities in which we operate. We strive to create an inclusive work environment where all employees feel valued, respected, and supported.

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.