Horizon3.ai is hiring a
Head of Customer Success in Worldwide

Summary

The Head of Customer Success at Horizon3.ai is responsible for managing a team of customer success professionals and acting as the primary point of contact for new and expansion customers. The role involves diagnosing issues with the product, proposing new workflows, and ensuring clear communication across various stakeholders.

Requirements

• 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

Responsibilities

• Manage a team of 5-15 CS and Customer Success Leads accountable for Customer’s onboarding, enablement, adoption, renewals, customer health, and customer satisfaction
• Identify technical and business requirements and use cases to assure our clients 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 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

Preferred Qualifications

Advanced certification CISSP, CISM, CEH is a plus

Benefits

• 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