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.