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Senior Manager, Customer Success - APAC



Customer Service, Sales & Business Development
Australia · Remote
Posted on Saturday, October 14, 2023
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 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.

Title: Senior Manager, Customer Success – APAC Location(s): Australia (Melbourne, Canberra, Sydney, Brisbane), Singapore

The Neo4j Customer Success Organization is chartered to deliver on the promise of business transformation through accelerating the adoption of the Neo4j graph technology, delivering game-changing outcomes, and superior customer experience.

Our Customer Success team is responsible for developing long-term customer relationships that drive usage, adoption, renewal, and expansion of Neo4j products, and ultimately grow ARR.

We are looking for a strong leader and operator who can build and lead our APAC regional Customer Success team, and whose success will be measured by the team’s readiness, execution, and results measured by ARR retention and growth, and the overall alignment with the global Customer Success organization. The ideal candidate will bring a commercial and customer-centric culture with a proven record of building and leading high-performance customer success teams.

Reporting to the Global VP – Customer Success, you will be a key member of the Customer Success Leadership team, driving proactive, cross-functional alignment regionally while sharing and adopting best practices from other regions. You must be truly passionate about being the face of the function to customers in your region driving customer outcomes and continuing to scale our highly productive team into a model that optimizes around the regional sales, professional services, customer support, and the channels teams.

If you are an entrepreneur with a passion for customer success and value realization around customer outcomes, this is an exciting opportunity to be a key leader for a unicorn pre-IPO company in the fastest-growing segment of the database technology industry.

Key Responsibilities:

  • Act as a player coach to directly manage accounts and hire, coach, and mentor a team of Customer Success Managers passionate about helping customers get the most from their investments in Neo4j

  • Ensure your team delivers efficiently via strong operational focus, capability development, and alignment with the global CS organization and key partners such as Sales, Product, and Renewals

  • Drive value for customers by helping them achieve their business and technical outcomes

  • Own multiple portfolios of customers and drive attainment of targets on growth, value realization, and retention

  • Train and work with your team to identify risks to create and execute a "get well" plan as part of the customer success planning process.

  • Drive standardization and consistency by guiding your team to document and maintain accurate and timely customer information in our systems.

  • Develop relationships and have frequent interaction with customers, including Directors, VPs, and C-level executives of enterprise organizations.

  • Develop thoughtful and strategic playbooks which align with global CS operations and engage customers at key points in the customer life cycle to drive product adoption and value realization.

  • Act in a mentor/leader capacity to support your team, including handling escalations, mentoring team members, and building a career path for them.

  • Relentlessly stay focused on hiring and retaining top talent working closely with the People team.

  • Travel: up to 40%

Required Skills /Experience:

  • 3+ years of people management experience with Customer Success, Technical Consulting, Professional Services, Consulting or related customer-facing organizations.

  • 5+ years of experience working directly with customers and partners in the database or adjacent domain, such as big data and analytics, data integration, and major cloud platforms (AWS, Azure, GCP).

  • Strong track record managing a portfolio of customers to drive product adoption, and deliver complex customer projects to meet their business objectives.

  • Proven ability to scale highly customer success or alike teams and organizations.

  • A background as an individual contributor either as TAM, CSM, Pre-Sales Engineer, Solutions Engineer, or related discipline that will allow you to act in a supportive manager capacity with CSMs in the team.

  • Understanding of value consulting, driving renewals and upsells in accounts.

  • The ability to identify creative solutions to complex and often time-sensitive problems.

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

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