Teams at Horizon3.ai

Build and maintain scalable ELT pipelines, dbt models, semantic layers, and governed product analytics assets. Partner with Data Engineering, Product Engineering, Data Governance, analysts, and product managers to define trusted metrics, monitor data quality, document taxonomies, and support self-service analytics. Translate product usage telemetry into certified metrics for expansion and upsell analysis, while communicating technical concepts to technical and non-technical stakeholders and driving engineering best practices.

Leads customer support programs and supportability across Support, Product, and Engineering. Owns process optimization, automation, analytics, dashboards, supportability standards, product readiness reviews, root-cause analysis, and roadmap influence. Drives measurable improvements in customer satisfaction, deflection, resolution times, support efficiency, and product troubleshooting capabilities while contributing to strategic planning, budgeting, and technology decisions.

Manages a scaled portfolio of cybersecurity customers, driving onboarding, adoption, engagement, renewals, and expansion. Monitors customer health signals, identifies risks, executes intervention plans, and translates technical findings into business priorities. Builds scalable customer success programs, delivers digital education and outreach, maintains customer records, and partners cross-functionally to resolve issues and communicate feedback. The role requires strong communication, organization, customer relationship skills, and the ability to learn cybersecurity concepts.