Opportunities at Craft portfolio companies


Horizon3AI Senior Customer Success Lead



Customer Service, Sales & Business Development
United States
Posted on Tuesday, July 25, 2023


We are seeking a highly experienced and motivated Senior Customer Success Manager (CSM) to lead our Customer Success management team on the West Coast. As the Senior CSM, you will act as a "Virtual CISO" for our customers, serving as their primary point of contact and helping them derive maximum value from our product. Your expertise in information technology and cybersecurity will be instrumental in diagnosing issues, proposing new workflows, and providing critical insights that contribute to our product roadmap.

Key Responsibilities:

  • Customer Management: Take ownership of the customer's entire journey, including onboarding, enablement, adoption, renewals, customer health, and overall satisfaction. Develop and execute success plans with clear outcomes and foster effective communication with Customer Executives, business owners, and operational resources.
  • Technical Expertise: Identify technical and business requirements to ensure that our solutions deliver value and exceed customer expectations. As a trusted advisor, apply your deep understanding of our product to propose new workflows that align with customer needs.
  • Relationship Building: Build strong networks within assigned customers across your region or function, collaborating with the Customer Success management team to support and execute customer strategies and solutions.
  • Customer Experience: Deliver an exceptional customer experience through proactive communication, resourceful problem-solving, and the effective utilization of customer enablement resources to help customers achieve their business goals.
  • Adoption and Upsells: Drive adoption of our solutions by providing data-driven insights and progress reports. Identify opportunities for upselling and collaborate with the sales team to expand customer engagements.
  • Account Planning: Develop account plans for customers, outlining critical success factors, success metrics, potential issues, and recommendations to enhance their experience with our product.
  • Roadmap Communication: Act as a liaison between product management and the customer, effectively communicating the product roadmap and its impact on customer activities.
  • Risk Management: Identify customer risks and work with internal resources to develop and execute "get well" plans.


  • Demonstrated strategic thinking and planning skills at a senior leadership level.
  • Strong technical expertise in information technology and cybersecurity.
  • Self-motivated, collaborative, responsible, and dedicated to exceeding client expectations.
  • Experience in account planning and creating customer success plans.
  • Excellent communication skills, both internally and externally.
  • Ability to prioritize, multitask, and thrive in ambiguous environments.

Required Qualifications:

  • Bachelor's Degree in Computer Science, Information Systems, or a related field.
  • 15+ years of experience in cybersecurity at a midsize or large company.
  • Proven experience as a Customer Success Manager and/or Technical Account Manager within a fast-paced SaaS vendor.
  • Experience working with complex, multi-divisional, multi-geographical customers.
  • Strong consulting skills, acting as a trusted advisor to drive business value for clients within a SaaS vendor.
  • Advanced certifications such as CISSP, CISM, CEH are a plus.

Travel: This is a fully remote position, but successful execution of the job may require up to 5% of travel. All job-related travel expenses must be reviewed and approved by the manager.

If you are an experienced Customer Success Manager with a strong background in cybersecurity and are passionate about delivering exceptional customer experiences, we encourage you to apply for this position. Join our team and play a vital role in helping customers succeed with our cutting-edge solutions.