Customer Success Manager

Customer Success ManagerNeptune 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.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 specializationOwn the commercial lifecycle from quote through order entry through post-booking retention and expansionDrive 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 teamOversee CS Rep partnership with Sales on quote-building and pre-booking propagation studiesEnsure Sales Admin order entry meets <24-hour turnaround and >99% accuracy standardsManage the QBR cadence, expansion case pipeline, and renewal pipelineOversee the Customer Service function (RMA, warranty, inquiry resolution), measured on speed and first-call resolutionAssign CS Reps at booking and manage account health-score tracking from go-live through the customer lifecycleIdentify expansion opportunities (e.g., upgrades, upsells) at key lifecycle milestonesPartner with Revenue Intelligence on account health data and with Sales Enablement on renewal playbooksSkills:5-8+ years of experience in customer success, account management, or customer service leadership within a B2B organizationExperience managing a multi-function team spanning revenue-generating and cost-center functionsTrack record of driving net revenue retention and reducing account churnStrong CRM experience and comfort holding a team to accuracy and SLA standardsSuperb communication and team-building skillsComfort operating as a cross-functional liaison across sales, marketing, enablement, and delivery organizationsPragmatic problem-solving and decision-making skills with excellent written and verbal communicationsRelentless passion and commitment to operational excellence – delivering in scope, on time, and on budget to the delight of our internal customersExperience with SAP ERP PreferredQualifications:Required Education:Bachelor's degree in business, or a related field of study, or equivalent experienceRequired Experience:5-8+ years in a customer success, account management, or customer service leadership role, with direct people-management experience over a multi-function teamExperience owning or heavily influencing net revenue retention (NRR), renewal, and expansion outcomesExperience partnering with sales and delivery organizations to define handoff points and joint operating modelsPreferred Qualifications:Experience in a B2B industrial, utility, or infrastructure technology environmentExperience with SAP ERPExperience standing up or reorganizing a customer success function during a broader commercial transformationWays 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