Customer Success Manager

Role Overview

The Customer Success Manager will own the full commercial lifecycle at Neptune, leading a team spanning three sub-motions: Customer Success, Sales Admin, and Customer Service. They will ensure the customer experiences one coordinated account team, not three separate handoffs.

What You Will Do

Key responsibilities include driving net revenue retention, freeing Territory Manager selling time, overseeing CS Rep partnership with Sales, and managing the QBR cadence, expansion case pipeline, and renewal pipeline.

Why It Might Be a Fit

The ideal candidate will have 5-8+ years of experience in customer success, account management, or customer service leadership within a B2B organization, with a track record of driving net revenue retention and reducing account churn.

Requirements

• 5-8+ years of experience in customer success, account management, or customer service leadership within a B2B organization
• Experience managing a multi-function team spanning revenue-generating and cost-center functions
• Track record of driving net revenue retention and reducing account churn
• Strong CRM experience and comfort holding a team to accuracy and SLA standards
• Superb communication and team-building skills
• Comfort operating as a cross-functional liaison across sales, marketing, enablement, and delivery organizations
• Pragmatic problem-solving and decision-making skills with excellent written and verbal communications
• Relentless passion and commitment to operational excellence – delivering in scope, on time, and on budget to the delight of our internal customers
• Experience with SAP ERP Preferred

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• 401(k) or retirement plan
• Paid time off
• Paid holidays

Tagged as: Pipeline Management