Customer Success Manager

Data Innovations LLC; Tallassee (AL); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Neptune Technology Group Inc. seeks a Customer Success Manager to own the full commercial lifecycle from quote to renewal, leading three sub-motions: Customer Success, Sales Admin, and Customer Service.

You’ll unify the account team, drive net revenue retention, and reduce churn while maintaining expert knowledge of the water utilities industry and Neptune’s offerings. You will partner across Sales, Revenue Intelligence, Sales Enablement, and Solutions Delivery to ensure customers succeed with

Qualifications

• 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 andcomfort holding a team to accuracy and SLA standards.
• Superb communication and team-building skills.

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.
• Free Territory Manager selling time 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.

Skills

Customer success leadership

B2B account management

NRR experience

CRM systems

Cross-functional teamwork

SAP ERP

Communication skills

Team leadership

Education

Bachelor's degree in business

Tools

SAP ERP

Job description

Neptune Technology Group Inc. is a technology company serving water utilities across North America. Since 1892, we have continually focused on the evolving needs of water utilities – revenue optimization, operational efficiencies, and improved customer service. With our portfolio of smart water meters, data collection systems and software, we make data actionable for our customers – so they can remain focused on the business of water. For additional information, please visit the company website at www.neptunetg.com .

Customer Success Manager

Position Summary

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.

Key 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
• 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

Skills

• 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

Qualifications

Required Education

• Bachelor's degree in business, or a related field of study, or equivalent experience

Required 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

Preferred Qualifications

• 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

Ways of Working

This is a hybrid position. The Customer Success Manager is expected to work on-site at a Neptune office at least three days per week, with the flexibility to work remotely on the remaining days.

Our Values

• 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.

Location

Tallassee, Alabama or Duluth, Georgia

Neptune Technology Group Inc. does not sponsor U.S. work authorizations for this position, including H-1B, O-1, and TN. Neptune also does not sponsor individuals in F-1 status for this role.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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