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  .

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.

• 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 99% accuracy standards
• Manage the Q  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

• 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

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

• 5-8+ years in a customer…