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Customer Success Architect (ANZ)



IT, Customer Service, Sales & Business Development
Sydney, NSW, Australia
Posted on Tuesday, April 9, 2024
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.

A Customer Success Architect (CSA) at Neo4j is a trusted technical advisor and advocate for our customers. Your primary objective is to ensure the success of our customers by providing technical guidance over Neo4j’s product features, solutions and best practices . At the same time, you will also partner with Neo4j’s CSMs and cross functional teams such as Product Management, Engineering, Sales, Renewals and Professional Services to help our customers accelerate time to value, maximize product adoption, and achieve their overall business objectives.

Your Responsibilities:

  • Advise our customers as the technical expert on how best to leverage Neo4j’s suite of products to meet their current business objectives and align with their longer term vision
  • Partner with our CSMs to host/participate regular meetings and provide technical guidance based on the customer audience’s expectations (ie. QBR, Executive Briefing, or Escalation Management)
  • Establish, build and maintain trusted relationships at all decision levels within assigned accounts
  • Ability to manage multiple customers and tasks simultaneously
  • Advocate on behalf of our customers within Neo4j particularly with Product Management and Product Engineering for the successful execution of our customers’ enterprise solutions
  • Provide regular status reports on the technical health of the project to internal stakeholders
  • Stay current on Neo4j’s portfolio of products and provide knowledge content to internal peers as well as on the Neo4j support portal
  • Focus on achieving the targets on renewal rates, customer satisfaction, PS bookings, expansions, upsells and new opportunities in the assigned accounts
  • Track time and effort of customer facing CSA Activities
  • Contribute to customer facing reusable artifacts including KB articles, guides, best practice materials, healthcheck or other tools, CS Office Hours etc.

Skillset Requirements:

  • 5+ years experience in a customer success, sales engineering or technical account management role in a SaaS company, preferably in the big data, data science, database or analytics space.
  • Efficiently troubleshoot various technical challenges in a variety of cloud (AWS, Azure, GCP, etc) and on-premises environments
  • A strategic, innovative thinker, with excellent interpersonal communications, written communication, and presentation skills.
  • Preferred Languages: Java, Python, JavaScript, Scala, .Net
  • Bachelor's degree required, or equivalent experience
  • Travel up to 20%
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’})

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.

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