Customer Success Architect

Summary

Join Neo4j as a Customer Success Architect (CSA) and become a trusted technical advisor for our clients. You will ensure their technical success by providing expert guidance on Neo4j's products and best practices. Collaborate with cross-functional teams, including Customer Success, Solution Engineering, and Product Management, to accelerate customer value and maximize product adoption. Your responsibilities include advising customers, participating in regular meetings, maintaining awareness of customer implementations, proactively offering consultation, building strong relationships, and managing multiple accounts simultaneously. You will advocate for customers within Neo4j and contribute to internal and customer-facing resources. This role requires strong technical and communication skills, along with experience in a SaaS environment. Neo4j offers competitive compensation, including a stock option grant, annual bonus eligibility, and comprehensive benefits.

Requirements

• 5+ years experience in a customer success, sales engineering, technical support, technical consultant or technical account management role in a SaaS company
• A Bachelor's degree in Business, Information Systems, Computer Science, or Engineering
• Strong Customer facing experience with exceptional relationship and trust building skills
• Proficient in controlling customer situations, setting customer expectations appropriately, and creating resolution plans, as necessary
• Demonstrated ability to understand technical/business issues and processes and to articulate the technical/business context of the Neo4j solution
• A strategic, innovative thinker, with excellent interpersonal communication, written communication, and presentation skills
• High level of initiative, energy, curiosity and willingness to learn new concepts and technologies
• Ability to work independently
• Experience in Relational or NoSQL database technologies
• Hands-on experience in Java or JVM based technologies
• Software life-cycle product implementation experience
• Efficiently troubleshoot various technical challenges in a variety of cloud (AWS, Azure, GCP, etc) and on-premises environments
• Possess demonstrated proficiency in Linux (primarily) and Windows (secondary) environments (#1 and #2 most common OS’s, respectively)

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
• Work together with our CSMs and SEs to host/participate in regular meetings and provide technical guidance based on the customer audience’s expectations (ie. Advisory Sessions, QBR, Executive Briefing, or Escalation Management)
• Maintain an awareness of the customer’s unique implementations and project milestones, and disseminate that knowledge to other resources throughout Neo4j, as needed
• Utilize this awareness to proactively provide advice and consultation to customers on planned timelines and objectives
• Establish, build, and maintain trusted relationships at all decision levels within assigned accounts
• 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
• Be able to quickly learn new technologies and explain Neo4j software features and graph concepts to customers in a simple, succinct manner
• Provide regular status reports on the technical health of the project to internal stakeholders
• Focus on achieving the targets on renewal rates (GRR), net retention (NRR), customer satisfaction, expansions, upsells, and new opportunities in the assigned accounts
• Track time and effort of customer-facing CSA Activities, as well as technical deployment details for all assigned accounts
• Contribute to internal and customer-facing reusable artifacts including KB articles, guides, best practice materials, healthcheck or other tools, CS Office Hours etc
• Travel up to 20% (to customer premises or workshops/conferences)

Preferred Qualifications

• Demonstrated success in an early to mid-stage company
• Past experience with Neo4j or Neo4j related technologies
• Experience in data modeling and query performance optimization
• Experience with K8s/Docker and using containers for application deployment (including GKE/EKS/AKS)
• Experience with AI/GenAI in any capacity
• Preferred Languages: Java, Python, JavaScript, .Net, Go

Benefits

• Medical, dental, and vision benefits
• 401(k)
• Paid time off
• Certain leaves of absence
• Stock option grant
• Annual bonus