Federal Customer Success Manager
New
H
Horizon3.aiCybersecurity
This is a remote position, but successful execution of the job may require up to 20% of travel. The ideal candidate is located in the DC, Maryland, or Northern Virginia areaFull-TimeMiddle
Salary$120,000 - $165,000 OTE annually (80/20 split)
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Job Details
- Experience
- 4+ years in Customer Success, Technical Account Management, Client Services, within a SaaS cybersecurity environment or a combination of 4+ years in a customer facing or cybersecurity technical operator role
- Required Skills
- CybersecuritySalesforceJiraCustomer SuccessSaaSZendesk
Requirements
- 4+ years in Customer Success, Technical Account Management, or Client Services within a SaaS cybersecurity environment, or equivalent technical operator experience.
- Experience supporting federally focused engagements.
- In-depth knowledge of cybersecurity practices and principles.
- Strong understanding of enterprise security, IT, cloud, or offensive security.
- Experience managing a book of business focused on revenue targets (ARR, NRR, GRR).
- Strong customer acumen and emotional intelligence with ability to communicate to technical and executive stakeholders.
- Proficiency with CRM and sales tools like Salesforce, Gainsight, Zendesk, and JIRA.
- Comfort working in fast-paced, ambiguous startup or high-growth environments.
- Detail-oriented and organized approach.
- Cybersecurity or offensive certifications preferred (e.g., OSCP, CEH, GPEN, CISSP, CCNA, SANS).
Responsibilities
- Own and manage a portfolio of federal civilian, Department of War, and Defense Industrial Base (DIB) customers.
- Provide expert guidance on leveraging NodeZero for achieving and maintaining CMMC and FedRAMP compliance.
- Navigate complexities of working with government agencies and ensure successful adoption and value realization.
- Guide integration of NodeZero into unclassified and classified environments.
- Conduct regular check-ins and business reviews focusing on compliance, security posture, and alignment with federal mandates.
- Partner with IT and Security teams to interpret pentest results, prioritize remediation, and guide offensive security strategy.
- Collaborate with sales and renewals teams to drive retention, growth, and seamless renewal processes.
- Act as a customer advocate by relaying feedback and technical issues to internal teams.
- Contribute to documentation, training materials, and SOPs to scale technical success.
- Maintain detailed records of customer health and touchpoints using internal CS platforms.
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