Customer Success Manager

About Neo4j:

Neo4j is the leader in Graph Database & Analytics, helping organizations uncover hidden relationships and patterns across billions of data connections deeply, easily and quickly. Customers use Neo4j to gain a deeper understanding and reveal new ways of solving their most pressing problems. Over 75% of Fortune 100 companies use Neo4j, along with a vibrant community of 250,000+ developers, data scientists, and architects across the globe.

At Neo4j, we’re proud to be building the technology that powers breakthrough solutions for our customers, helping them cure diseases, fight fraud, crush pandemics, and accomplish their most ambitious missions—even if it’s getting humans to Mars. Learn more at neo4j.com and follow us @Neo4j.

 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.

The role of the Customer Success Manager (CSMs) is 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, product deep-dives, 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

• Align with customers on project timelines and milestones

• 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 the 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 upselling 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 are needed

• Identify and mitigate the risk of churn, working closely with Renewals and Sales teams

• Ensure high customer satisfaction and reference-ability through customer advocacy programs

• 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:

• 3-5+ years of experience in a Customer Success Manager (or similar) 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, is a plus.

• 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 communication, 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 25% 

#LI-Remote

Why Join Neo4j?

Neo4j is, without question, the most popular graph database in the world. We have customers in every industry across the globe, and our products are a proven product/market fit. Joining our team is an opportunity to shape the future of data and analytics. Below are just a few exciting facts about Neo4j. 

• Neo4j is one of the fastest scaling technology companies in this industry. Well over $100M ARR and still rapidly growing.

• Raised biggest round of funding in all of database history ($325M Series F).

• Backed by world class investors like Google Ventures (GV), Neo4j has raised over $582M in funding and is currently valued at $2Bn. This  puts them among the most well-funded database companies in history.

• 75% of Fortune 100 use Neo4j with more than 800 enterprise customers including Comcast, eBay, Adobe, Lyft, UBS, IBM, Volvo Cars and many more.

• Emil Eifrem (CEO) has built an amazing culture that prides itself on relationships, inclusiveness, innovation and customer success.

• Countless awards in the industry. Massive Enterprises and individual developers/ data scientists love Neo4j. Strong sense of community and ecosystem is built around the platform.

• A recent Forrester Total Economic Impact Study pegged Neo4j as delivering 417% ROI to customers.

Research shows that members of underrepresented communities are less likely to apply for jobs when they don’t meet all of the qualifications. If this is part of the reason you hesitate to apply, we’d encourage you to reconsider and give us the opportunity to review your application. At Neo4j, we are committed to building awareness and helping to improve these issues. 

One of our central objectives is to provide an inclusive, diverse, and equitable workplace for everyone to develop their potential and have a positive, career-defining experience. We look forward to receiving your application.

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]->(:UserSuccess)
(we)-[:THRIVE_IN]->(:Culture {type: [‘Open’, ‘Inclusive’})
(we)-[:ASSUME]->(:Intent {direction:’Positive’})
(we)-[:WELCOME]->(:Discussions {nature: ‘IntellectuallyHonest’})
(we)-[:DELIVER_ON]->(ourCommitments) 

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. 

More information at www.neo4j.com.