Customer Success Associate

Horizon
3.ai is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find and fix and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZeroTM platform, delivers production-safe autonomous pentests and other key assessment operations that scale across the largest internal, external, cloud, and hybrid cloud environments. Node Zero has been adopted by organizations of all sizes, from small educational institutions to government agencies and Global 100 enterprises.

It is used by ITOps/Sec Ops teams, consulting pentesters, and MSSPs and MSPs.

We are a fusion of former U.S. Special Operations cyber operators, startup engineers, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools, false positives resulting in alert fatigue, blind spots, "checkbox" security culture, cybersecurity skills shortage, and the long lead time and expense of hiring outside consultants. Collectively, we are a team of learn it alls, committed to a culture of respect, collaboration, ownership, and results.

As a Customer Success Associate in EMEA, you will play a key role in scaling and strengthening our international post-sales experience as part of a growing global Customer Success organization. You will serve as a strategic advisor to a portfolio of mid-market customers, partnering directly with technical and business stakeholders to drive adoption, value realization, retention, and growth.

You’ll collaborate cross-functionally with Sales, Product, Engineering, and Support while helping shape and evolve the Customer Success experience across the EMEA region.

UK, Germany, France, Spain, or The Netherlands

• Manage a portfolio of EMEA mid-market customers as their primary post-sales technical advisor, developing a deep understanding of the Node Zero platform to guide successful adoption
• Cultivate champions with security leaders—from analysts to CISOs—and guide them through the lifecycle of adoption, expansion, and advocacy
• Deliver technical onboarding and enablement to drive adoption of Node Zero, including advanced features like Tripwires, Insights, and Rapid Response, ensuring customers realize maximum value
• Proactively identify customer needs and potential challenges, suggesting solutions that improve their experience and enhance their cybersecurity posture
• Partner closely with IT and Security teams (SOC, red/blue teams, App Sec, etc.) to help interpret pentest results, prioritize remediation, and guide long-term offensive security strategy
• Collaborate closely with Sales and Renewals teams to drive retention and growth by identifying expansion opportunities, aligning on account strategy, and ensuring a seamless renewal process
• Act as a customer advocate, relaying customer feedback and technical issues to our internal teams to help drive the evolution of our product and services
• Conduct regular check-ins and quarterly business reviews to align on strategy, secure executive buy-in, and showcase business outcomes.
• Contribute to documentation, training materials, and repeatable playbooks to scale technical success across the region
• Maintain detailed records of customer health and touchpoints using internal CS platforms

• 3+ years in Customer Success, Technical Account Management, Client Services, within a SaaS cybersecurity environment
• In-depth knowledge of cybersecurity practices and principles
• Deep understanding of enterprise security, information technology, cloud, or offensive security is highly preferred
• Strong…