Customer Success Manager (US West) - remote

Neo4j is the leader in graph database technology. As the world’s most widely deployed graph database, we help global brands – including Comcast, NASA, UBS and Volvo – to reveal and predict how people, processes and systems are interrelated. Using this relationships-first approach, applications built using Neo4j tackle connected data challenges such as analytics and artificial intelligence, fraud detection, real-time recommendations and knowledge graphs.

Our Vision: 

At Neo4j, we have always strived to help the world make sense of data.

As business, society and knowledge become increasingly connected, our technology promotes innovation by helping organizations to find and understand data relationships. We created, drive and lead the graph database category, and we’re disrupting how organizations leverage their data to innovate and stay competitive.

Customer Success Managers (CSMs) are the primary post-sales point of contact for a licensed Neo4j customer. They are the customer advocate and internal liaison for their assigned accounts, aligning regularly with Sales, Renewals, Marketing, Product, Support, and Professional Services to meet the needs of their customers, consistent with the “Customer Success Mission” below. CSMs ensure risks are known well in advance, and proper remedial action is taken.

A CSM will be technical and well-positioned to advise their customers to optimize their usage of Neo4j, and will partner with a Customer Success Architect (CSA) when advanced technical questions, concerns, objections, or other needs arise. They are ultimately responsible for ensuring that the customer and Neo4j each derive maximum value from the relationship.

Customer Success Mission

• “Know” our customers through consistent, deep engagement
• Continually Improve customer experiences and outcomes
• Effectively identify risk and mitigate churn
• Identify revenue growth opportunities

Responsibilities:

• Act as primary post-sale point of contact for each assigned account, owning adoption and customer satisfaction for each Neo4j project within that account
• Establish, build and maintain a positive, trusted advisor relationship at all decision levels within assigned accounts
• Organize and lead new customer onboarding meetings and enablement, validating and identifying customer needs, skill levels, potential challenges, and key project timelines
• Provide timely enablement and advice on proper use of Neo4j and related products or platform elements, along with best practices for a smooth experience
• Lead outreach and nurture campaigns for assigned accounts, focusing on regular engagement and visibility into each project, and enabling customers to achieve maximum value from their investment in Neo4j
• Consistently focus on where customers can get more value out of Neo4j, and where there are opportunities to drive increased usage, leading to upsell and expansion
• Develop and maintain an intimate and updated understanding of the Neo4j product, features, roadmap, limitations, and best practices
• Team up with a Customer Success Architect when deep technical understanding and accurate assessment of the project is needed
• Identify and mitigate the risk of churn, working closely with Renewals and Sales teams
• Ensure high customer satisfaction and reference-ability
• Develop, implement and improve best practices and processes which can continually enhance Neo4j’s Customer Success Program
• Action survey feedback from customers, including NPS surveys, driving a close loop internal process to iteratively improve customers’ experience and the Neo4j product

Requirements:

• 3+ years of experience in a Customer Success Manager role in an early- to mid-stage XaaS product company, preferably in the big data, database, or analytics space.
• Prior hands-on experience in a technical customer-facing role, preferably in Sales Engineering, Customer Support or Professional Services in a product company
• Experience with technologically complex accounts and/or Enterprise market customers
• Strong customer-facing experience with exceptional relationship and trust-building skills
• Ability to quickly learn new technologies and explain Neo4j software features and graph concepts to customers in a simple, succinct manner
• Demonstrated ability to understand business issues and processes and to articulate the business context of the Neo4j solution
• Ability to efficiently manage multiple accounts and work with various points of contact within each account including technical owners/users, business sponsors, executive sponsors, etc.
• A strategic, innovative thinker, with excellent interpersonal communications, written communication and presentation skills
• High level of initiative, energy, and ability to work well in a team environment, while also being comfortable working independently
• Bachelor’s Degree Required or Equivalent Experience
• Working knowledge of Customer Success platforms, especially Gainsight, a plus
• Travel up to 30% (post-COVID)

Country

• US
• #LI-Remote
• #LI-SK1

Why Join Neo4j?

Neo4j is among the 20 most popular databases in the world and the clear leader in the rapidly emerging Graph Data Platform category. We’re well funded and have an experienced management team focused on how organizations should apply data to solve challenging problems for decades to come. We have customers in every industry across the globe, and we build technology that has a proven product/market fit. Joining our team is an opportunity to define the future of data, analytics and automation.

We offer a competitive salary and benefits, engaging virtual events and a welcoming team. You will love your co-workers!

Neo4j is a privately held company with our U.S. headquarters in San Mateo, California. We have employees located all over the world, from Thailand to Canada, many of whom work remotely, and we have offices in Sweden (Malmo and Stockholm), the UK (London) and Germany (Munich).

More information at www.neo4j.com.

Neo4j Values:

Neo4j is a Silicon Valley company with a Swedish soul. We foster collaboration and each of us is empowered to contribute and put our innovative stamp on projects. We hire candidates who reflect the following Neo4j core values:

• We value relationships
• We focus on user success
• We thrive in a culture that is open and inclusive
• We assume positive intent
• We welcome intellectually honest discussions
• We deliver on our commitments

Diversity, Equity and Inclusion at Neo4j:

At Neo4j, we value relationships and that involves building an environment where everyone feels like they belong. We believe strong relationships involve being accountable, bringing our whole selves to work, valuing intellectually honest discussions and being receptive to new ideas and perspectives. One of our central goals is to provide an inclusive, diverse and equitable workplace for everyone to develop their potential and have a positive, career-defining experience.

Are you intrigued by this role? We encourage you to apply even if you don’t 100% fit the qualifications above. 

Neo4j is committed to protecting and respecting your privacy. Please read the privacy notice regarding Neo4j’s recruitment process to understand how we will handle the personal data that you provide.