Customer Success Manager

• 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

[http://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

• 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

• 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

• At Neptune Technology Group, 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.

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.

#HP1