Customer Success Architect
Neo4j is the leader in Graph Database & Analytics, helping organizations uncover hidden patterns and relationships across billions of data connections deeply, easily, and quickly. Customers use Neo4j to gain a deeper understanding of their business and reveal new ways of solving their most pressing problems. Over 84% of Fortune 100 companies use Neo4j, along with a vibrant community of 250,000+ developers, data scientists, and architects across the globe.
At Neo4j, we’re proud to build the technology that powers breakthrough solutions for our customers. These solutions have helped NASA get to Mars two years earlier, broke the Panama Papers for the ICIJ, and are helping Transport for London to cut congestion by 10% and save $750M a year. Some of our other notable customers include Intuit, Lockheed Martin, Novartis, UBS, and Walmart.
Neo4j experienced rapid growth this year as organizations looking to deploy generative AI (GenAI) recognized graph databases as essential for improving it’s accuracy, transparency, and explainability. Growth was further fueled by enterprise demand for Neo4j’s cloud offering and partnerships with leading cloud hyperscalers and ecosystem leaders. Learn more at neo4j.com and follow us on LinkedIn.
At Neo4j, we have always strived to help the world make sense of data.
As business, society and knowledge become increasingly connected, our technology promotes innovation by helping organizations to find and understand data relationships. We created, drive and lead the graph database category, and we’re disrupting how organizations leverage their data to innovate and stay competitive.
Job overview: A Customer Success Architect (CSA) at Neo4j is an all-around trusted technical advisor and advocate for our customers. Your primary objective is to ensure the technical success of our customers by providing technical guidance over Neo4j’s product features, solutions, and best practices.
Job description and responsibilities: You will closely partner with Neo4j’s Customer Success, Solution Engineering and cross-functional teams such as Product Management, Engineering, Sales, Renewals Technical Support and Professional Services to help our customers accelerate time to value, maximize product adoption, and achieve their overall business objectives. Your responsibilities will include:
- Advising 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.
- Working 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).
- Maintaining an awareness of the customer’s unique implementations and project milestones, and disseminating that knowledge to other resources throughout Neo4j, as needed.
- Utilizing this awareness to proactively provide advice and consultation to customers on planned timelines and objectives.
- Establishing, building, and maintaining trusted relationships at all decision levels within assigned accounts.
- Managing multiple customers and tasks simultaneously.
- Advocating on behalf of our customers within Neo4j particularly with Product Management and Product Engineering for the successful execution of our customers’ enterprise solutions.
- Being able to quickly learn new technologies and explain Neo4j software features and graph concepts to customers in a simple, succinct manner.
- Providing regular status reports on the technical health of the project to internal stakeholders.
- Focusing on achieving the targets on renewal rates (GRR), net retention (NRR), customer satisfaction, expansions, upsells, and new opportunities in the assigned accounts.
- Tracking time and effort of customer-facing CSA Activities, as well as technical deployment details for all assigned accounts.
- Contributing 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)
General experience:
- 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.
Technical experience:
- Experience in Relational or NoSQL database technologies.
- Hands-on experience in Java or JVM based technologies.
- Software life-cycle product implementation experience.
- Preferred Languages: Java, Python, JavaScript, .Net, Go.
- 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).
Nice-to-haves:
- 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.
The annual on target earnings range for this position based in the United States is listed below. This range is an estimate, and the actual on target earnings may vary based on Neo4j’s compensation practices, job related skills, depth of experience, relevant certifications and trainings, in addition to geographic location. Based on the factors above, Neo4j utilizes the full width of the range.
In addition to the range below, US employees are eligible for a stock option grant and certain roles are eligible for an annual bonus. Employees in this position are also eligible to participate in the Company’s standard benefit programs, which currently include the following: medical, dental, and vision benefits, 401(k), paid time off, and certain leaves of absence.
Annual On Target Earnings Range
$130,000 - $160,000 USD
Neo4j is, without question, the most popular graph database in the world. We have customers in every industry globally, and our products are a proven product/market fit. Joining our team is an opportunity to shape the future of data and analytics. Below are just a few exciting facts about Neo4j.
- Neo4j is one of the fastest-scaling technology companies in this industry. It recently surpassed $200M in annual recurring revenue (ARR), doubling its ARR over the past three years.
- Raised the biggest funding round in database history ($325M Series F). Backed by world-class investors like Eurazeo, GV (formerly Google Ventures), and Inovia Capital, Neo4j has raised over $600M in funding and is currently valued at over $2Bn. This puts Neo4j among the most well-funded database companies in history.
- 84% of the Fortune 100 and 58% of the Fortune 500 use Neo4j. Examples include Boston Scientific, BT Group, Caterpillar, Cisco, Comcast, Department for Education UK, eBay, NBC News, Novo Nordisk, Worldline, and others.
- Co-founder and CEO Emil Eifrem has built an amazing culture that prides itself on relationships, inclusiveness, innovation, and customer success.
- Countless industry awards. Massive enterprises and individual developers/data scientists love Neo4j. A strong sense of community and ecosystem is built around the platform.
- A recent Forrester Total Economic Impact™ Study cited Neo4j as delivering 417% ROI to customers.
- Neo4j was named as a Visionary in the 2023 Gartner® Magic Quadrant™ for Cloud Database Management Systems among 19 other recognized global DBMS vendors. Neo4j was also ranked as a Strong Performer among 14 top vendors in The Forrester Wave™: Vector Databases, Q3 2024.
Research shows that members of underrepresented communities are less likely to apply for jobs when they don’t meet all the qualifications. If this is part of the reason you hesitate to apply, we’d encourage you to reconsider and give us the opportunity to review your application. At Neo4j, we are committed to building awareness and helping to improve these issues.
One of our central objectives is to provide an inclusive, diverse, and equitable workplace for everyone to develop their potential and have a positive, career-defining experience. We look forward to receiving your application.
Neo4j is a Silicon Valley company with a Swedish soul. We foster collaboration and each of us is empowered to contribute and put our innovative stamp on projects. We hire candidates who reflect the following Neo4j core values:
(we)-[:VALUE]->(relationships)
(we)-[:FOCUS_ON]->(userSuccess)
(we)-[:THRIVE_IN]->(:Culture {type: [‘Open’, ‘Inclusive’]})
(we)-[:ASSUME]->(:Intent {direction:’Positive’})
(we)-[:WELCOME]->(:Discussions {nature: ‘IntellectuallyHonest’})
(we)-[:DELIVER_ON]->(ourCommitments)
Neo4j is committed to protecting and respecting your privacy. Please read the privacy notice regarding Neo4j's recruitment process to understand how we will handle the personal data that you provide.
More information at www.neo4j.com.Apply for this job
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