Customer Success Manager

Neptune Technology Group • Tallassee, GA

12d • Hybrid

About The Position

As the Customer Success Manager, you will own the full commercial lifecycle at Neptune — from quote through order entry through post-booking retention and expansion. You will lead a team spanning three distinct sub-motions: Customer Success (quote-building, QBRs, expansion, and renewal pipeline), Sales Admin (order entry, CRM accuracy, and booking execution), and Customer Service (RMA, warranty, and inquiry resolution). Regardless of which sub-motion is engaged behind the scenes, you will ensure the customer experiences one coordinated account team, not three separate handoffs. You will be accountable for net revenue retention (NRR) and for freeing Territory Manager selling time by absorbing administrative and renewal work, while ensuring each sub-motion is measured against the standard appropriate to it. You will maintain deep knowledge of the water utility industry and Neptune's product and services portfolio to guide customer strategy, and will partner across Sales, Revenue Intelligence, Sales Enablement, and Solutions Delivery to ensure customers succeed with what they've purchased.

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
• Bachelor's degree in business, or a related field of study, or equivalent experience
• 5-8+ years in a customer success, account management, or customer service leadership role, with direct people-management experience over a multi-function team
• Experience owning or heavily influencing net revenue retention (NRR), renewal, and expansion outcomes
• Experience partnering with sales and delivery organizations to define handoff points and joint operating models

Nice To Haves

• Experience with SAP ERP
• Experience in a B2B industrial, utility, or infrastructure technology environment
• Experience with SAP ERP
• Experience standing up or reorganizing a customer success function during a broader commercial transformation

Responsibilities

• Lead the Customer Success organization across its three sub-motions: Customer Success, Sales Admin, and Customer Service, ensuring they function as a seamless account team from the customer’s perspective despite internal specialization
• Own the commercial lifecycle from quote through order entry through post-booking retention and expansion
• Drive net revenue retention (NRR) above 105%
• Free Territory Manager selling time (from ~38% toward a 60% target) by absorbing administrative and renewal work from the Sales team
• Oversee CS Rep partnership with Sales on quote-building and pre-booking propagation studies
• Ensure Sales Admin order entry meets <24-hour turnaround and >99% accuracy standards
• Manage the QBR cadence, expansion case pipeline, and renewal pipeline
• Oversee the Customer Service function (RMA, warranty, inquiry resolution), measured on speed and first-call resolution
• Assign CS Reps at booking and manage account health-score tracking from go-live through the customer lifecycle
• Identify expansion opportunities (e.g., upgrades, upsells) at key lifecycle milestones
• Partner with Revenue Intelligence on account health data and with Sales Enablement on renewal playbooks

Benefits

• Our Values guide how we work, lead, and grow together. The Customer Success Manager will be expected to embody and champion these values every day: Own It — We are accountable to ourselves and each other. We deliver results and always do what’s right. Be Humble — We roll up our sleeves. We value mutual respect in all our interactions. We are genuine, putting others first. Be a Passionate Solver — We take pride in solving problems. We are adaptable and continuously learning. Win Together — We achieve more when individual perspectives come together.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level