{"id":1530560,"url":"https://alion.io/job/horizon3-senior-customer-success-associate","title":"Senior Customer Success Associate","company":{"id":3088,"name":"Horizon3","domain":"horizon3.ai","url":"https://alion.io/company/horizon3","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":76,"open_postings":18,"ghost_share":0,"stale_share":0.944,"repost_share":0,"time_to_fill_p50_days":39,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":110000,"max":130000,"currency":"USD","period":"year","gross":null,"usd_annual":130000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-29T23:54:11Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-26T01:54:08Z","board_verified":true,"closed_at":null,"days_open":26,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":26},"description":"Get to Know Us\nHorizon3 is a fast-growing, remote cybersecurity company dedicated to enabling organizations to proactively find, fix, and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZero™ platform, delivers production-safe autonomous pentests and other key assessment operations that scale across the largest internal, external, cloud, and hybrid cloud environments. NodeZero has been adopted by organizations of all sizes, from small educational institutions to government agencies and Global 100 enterprises. It is used by IT Ops/SecOps teams, consulting pentesters, and MSSPs and MSPs.\nWe are a fusion of former U.S. Special Operations cyber operators, startup engineers and operators, and formerly frustrated cybersecurity practitioners. We are committed to solving common security problems including ineffective security tools, falsepositives, alert fatigue, blind spots, “checkbox” security culture, cybersecurity skills shortages, and the long lead time and expense of hiring outside consultants.\nCollectively, we are a team of learn-it-alls committed to a culture of respect, collaboration, ownership, and results.\nThe Opportunity\nThe 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.\nThis 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.\nBoth 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.\nWhat You’ll Do\nManage Scaled Customer Engagement\nManage a scaled portfolio of customers using customer metrics, health signals, lifecycle stages, and repeatable engagement plays.\n\nBuild trusted relationships with customer champions and help them communicate security outcomes to technical and executive stakeholders.\n\nUse CRM and customer success systems consistently so customer context, actions, risks, and next steps are visible to the team.\n\nDrive Onboarding and Adoption\nDrive onboarding and adoption through digital touchpoints such as targeted email programs, webinars, office hours, product education, customer resources, and focused outreach.\n\nHelp customers connect NodeZero capabilities-including Insights, Tripwires, Rapid Response, and core assessment workflows-to their security priorities.\n\nHelp customers understand NodeZero results and translate technical findings into clear business priorities, remediation actions, and next steps.\n\nMonitor Customer Health and Risk\nMonitor customer signals including platform activity, assessment completion, finding follow-through, engagement, open risks, support needs, and renewal timing.\n\nIdentify customers who are stalled, disengaged, under-adopted, or at risk.\n\nExecute appropriate intervention plans and maintain clear ownership through resolution.\n\nSupport renewal and expansion motions by documenting customer outcomes, usage trends, adoption progress, risks, and opportunities.\n\nBuild Scalable Success Programs\nCreate and improve repeatable onboarding, adoption, renewal-readiness, and re-engagement plays that can be delivered consistently at scale.\n\nContribute to digital engagement programs, customer education, webinars, office hours, and self-service resources.\n\nUse data and customer feedback to refine engagement strategies and improve customer outcomes.\n\nPartner Cross-Functionally\nCapture customer feedback, patterns, objections, and product gaps in a clear and actionable format for Product, Engineering, Marketing, Support, and Sales.\n\nCoordinate internally when a customer needs technical help, an escalation, or a decision outside the standard playbook.\n\nMaintain clear communication, ownership, and follow-through across internal teams.\n\nLevel Expectations:\nCustomer Success Associate\nSupports scaled customer engagement programs and a defined customer portfolio.\n\nExecutes established onboarding, adoption, re-engagement, and renewal-readiness plays.\n\nBuilds foundational knowledge of NodeZero, cybersecurity concepts, and customer workflows.\n\nEscalates complex customer issues appropriately and maintains accurate customer records.\n\nTypically requires 1+ years of relevant experience in Customer Success, Customer Support, Account Management, Sales, or a related customer-facing role.\n\nCustomer Success Manager\nIndependently manages a scaled portfolio and owns more complex customer situations.\n\nDesigns and improves customer engagement programs and lifecycle plays.\n\nUses customer data and health signals to prioritize work and proactively manage risk.\n\nActs as a trusted advisor to customer champions and supports executive-level communication.\n\nContributes to the evolution of the Digital Customer Success operating model.\n\nTypically requires 2+ years of relevant Customer Success, Account Management, Technical Support, cybersecurity, or SaaS experience.\n\nWhat You’ll Bring\n1+ years of relevant experience for the Customer Success Associate level or 2+ years for the Customer Success Manager level.\n\nExperience in Customer Success, Account Management, Customer Support, Sales, cybersecurity, SaaS, or another customer-facing role.\n\nStrong written and verbal communication skills.\n\nAbility to learn technical concepts and explain them clearly to customers.\n\nComfort using data, customer signals, and business context to prioritize work.\n\nStrong organization and follow-through across multiple customers, programs, and deadlines.\n\nExperience with CRM, customer success, support, or productivity tools.\n\nA proactive, customer-focused approach and strong ownership mentality.\n\nAbility to collaborate effectively with Product, Engineering, Marketing, Support, Sales, and other cross-functional partners.\n\nComfort working in a fast-paced, evolving environment.\n\nInterest in cybersecurity, security operations, vulnerability management, or related technical domains preferred.\n\nWhat Sets You Apart\nYou communicate clearly and make complex information easy to act on.\n\nYou are curious about cybersecurity and motivated to build technical fluency.\n\nYou balance empathy for customers with urgency and accountability.\n\nYou are highly organized and comfortable managing work at scale.\n\nYou recognize patterns across customers and turn them into repeatable improvements.\n\nYou take ownership, follow through on commitments, and raise risks early.\n\nYou bring a low-ego, collaborative, and continuous-improvement mindset.\n\nTravel Required\nThis is a fully remote position. Limited travel may be required for team meetings, company events, or customer engagements.\nPerks of Horizon3\nInclusive Team: We value diversity and promote an environment where everyone can thrive.\n\nGrowth Opportunities: Join a dynamic company with meaningful opportunities to learn and grow.\n\nInnovative Culture: Work with a collaborative team solving important cybersecurity problems through practical innovation.\n\nHybrid & Remote Work: We support remote and hybrid work models depending on role and location, including our Chicago office, where some roles require regular in-office presence.\n\nCompetitive Compensation: We offer competitive salary, equity, and benefits, including health, vision, dental, flexible vacation, and generous parental leave.\n\nCompensation and Values\nAt Horizon3, we believe our people are our greatest asset. Our compensation philosophy reflects our commitment to ensuring employees are valued, respected, and rewarded for their contributions.\nIn accordance with applicable salary-transparency regulations, the compensation range for this position is: $110,000 - $130,000 OTE annually (80/20 split)\nThe exact compensation will be determined based on level, location, qualifications, experience, and relevant skills. All full-time employees are eligible for an equity package in the form of stock options.\nYou Belong Here\nHorizon3 is not just an equal opportunity employer-we are a community that values diversity, equity, and inclusion as fundamental principles of our success. We are dedicated to fostering a workplace where everyone feels welcome and respected, regardless of 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 by law.\nWe believe diverse perspectives drive innovation and strengthen our ability to create cutting-edge cybersecurity solutions. Every team member is valued and supported in an environment that encourages personal and professional growth.\nWe welcome candidates from all backgrounds and encourage all qualified individuals to apply. Come be part of Horizon3, where your unique contributions are recognized and your potential is limitless.\nOther Duties\nThis 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.\nApplication Note\nIn any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. 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