Senior Customer Success Associate, Horizon3

• 1+ years of relevant experience for the Customer Success Associate level or 2+ years for the Customer Success Manager level
• Experience in Customer Success, Account Management, Customer Support, Sales, cybersecurity, SaaS, or another customer-facing role
• Strong written and verbal communication skills
• Ability to learn technical concepts and explain them clearly to customers
• Comfort using data, customer signals, and business context to prioritize work
• Strong organization and follow-through across multiple customers, programs, and deadlines
• Experience with CRM, customer success, support, or productivity tools
• A proactive, customer-focused approach and strong ownership mentality
• Ability to collaborate effectively with Product, Engineering, Marketing, Support, Sales, and other cross-functional partners
• Comfort working in a fast-paced, evolving environment
• Interest in cybersecurity, security operations, vulnerability management, or related technical domains preferred

Desirable

• The Digital Customer Success Manager/Associate plays a critical role in helping customers realize value from NodeZero through a proactive, scalable, and digital-first customer success motion
• This role combines customer partnership, cybersecurity fluency, strong written communication, data-informed prioritization, and repeatable engagement programs. Depending on experience, this position may be hired at the Customer Success Associate or Customer Success Manager level
• Both levels are expected to communicate clearly, learn technical concepts quickly, manage customer work with discipline, and help customers take meaningful action. The Customer Success Manager level operates with greater independence, owns more complex programs and customer situations, and contributes to improving the Digital Customer Success operating model
• Manage a scaled portfolio of customers using customer metrics, health signals, lifecycle stages, and repeatable engagement plays
• Build trusted relationships with customer champions and help them communicate security outcomes to technical and executive stakeholders
• Use CRM and customer success systems consistently so customer context, actions, risks, and next steps are visible to the team
• Drive onboarding and adoption through digital touchpoints such as targeted email programs, webinars, office hours, product education, customer resources, and focused outreach
• Help customers connect NodeZero capabilities—including Insights, Tripwires, Rapid Response, and core assessment workflows—to their security priorities
• Help customers understand NodeZero results and translate technical findings into clear business priorities, remediation actions, and next steps
• Monitor customer signals including platform activity, assessment completion, finding follow-through, engagement, open risks, support needs, and renewal timing
• Identify customers who are stalled, disengaged, under-adopted, or at risk
• Execute appropriate intervention plans and maintain clear ownership through resolution
• Support renewal and expansion motions by documenting customer outcomes, usage trends, adoption progress, risks, and opportunities
• Create and improve repeatable onboarding, adoption, renewal-readiness, and re-engagement plays that can be delivered consistently at scale
• Contribute to digital engagement programs, customer education, webinars, office hours, and self-service resources
• Use data and customer feedback to refine engagement strategies and improve customer outcomes
• Capture customer feedback, patterns, objections, and product gaps in a clear and actionable format for Product, Engineering, Marketing, Support, and Sales
• Coordinate internally when a customer needs technical help, an escalation, or a decision outside the standard playbook
• Maintain clear communication, ownership, and follow-through across internal teams
• Customer Success Associate
• Supports scaled customer engagement programs and a defined customer portfolio
• Executes established onboarding, adoption, re-engagement, and renewal-readiness plays
• Builds foundational knowledge of NodeZero, cybersecurity concepts, and customer workflows
• Escalates complex customer issues appropriately and maintains accurate customer records
• Typically requires 1+ years of relevant experience in Customer Success, Customer Support, Account Management, Sales, or a related customer-facing role
• Customer Success Manager
• Independently manages a scaled portfolio and owns more complex customer situations
• Designs and improves customer engagement programs and lifecycle plays
• Uses customer data and health signals to prioritize work and proactively manage risk
• Acts as a trusted advisor to customer champions and supports executive-level communication
• Contributes to the evolution of the Digital Customer Success operating model
• Typically requires 2+ years of relevant Customer Success, Account Management, Technical Support, cybersecurity, or SaaS experience
• This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice

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