Neon One is looking for a Customer Success Manager to build strategic, consultative relationships with a portfolio of customers using Arts People, our performing arts ticketing software for nonprofits. You will serve as the single account relationship owner, focused on product adoption to help customers achieve value, improve retention, and identify expansion opportunities.
What You'll Do
- Conduct proactive outreach to customers in advance of peak seasons to ensure solution alignment with customer goals.
- Develop expertise in assigned product specialties.
- Drive advocacy by building strong customer relationships that generate mutual value through 1:1 engagements.
- Hold strategy/coaching discussions and success reviews focused on product utilization, industry trends, enabling the customer's mission, and achievement of the customer's own goals.
- Leverage the customer success platform (ChurnZero) to proactively combat churn using leading indicators to increase platform adoption/usage and subsequent retention.
- Share use cases, best practices, and success stories about how other customers in the industry leverage Neon One.
- Work with the Rev Ops team to refine tech-touch elements that support the success of assigned customers.
- Identify and refer expansion opportunities to Account Managers and participate in cross-functional account planning.
- Escalate issues from assigned customers to leadership as needed.
- Facilitate Customer Advisory Boards and community engagements, as needed.
- Remain knowledgeable and up-to-date on products, industry changes, and competitive landscape.
- Ensure feedback/themes are disseminated throughout the company for improvement.
- Serve as customer advocate internally.
- Serve as subject matter expert for various teams, as requested by the manager.
- Be the point person for current customers on contracts, price, and overall Neon One questions.
- Oversee cancellations of customers who churn.
What We're Looking For
- Passionate about helping customers succeed, with strong interpersonal skills and a strategic mindset to guide conversations effectively.
- 3+ years in customer-facing roles such as Customer Success, Account Management, or consultative sales, with a proven track record of achieving goals.
- Comfortable in fast-paced, changing environments and adept at adapting quickly.
- Tech-savvy with a willingness to become proficient in Neon One products.
- Skilled at communicating the value of technology across online, in-person, and phone interactions.
- Proven ability to deliver customer-focused solutions and manage multiple accounts with attention to detail and prioritization.
- Excellent listening, verbal, written, negotiation, and presentation skills.
- Self-motivated, results-driven, and a natural relationship builder with integrity, reliability, and maturity.
- Strong critical thinking and problem-solving abilities, with experience influencing and presenting at all organizational levels.
Nice to Have
- Experience working with performing arts organizations; nonprofit experience and volunteer work is a plus.
- Proficient in the following tools, or similar platforms, such as: Salesforce, Gong, Zendesk, and ChurnZero, leveraging them to manage customer relationships, track performance metrics, and drive successful outcomes.
Technical Stack
- Salesforce
- Gong
- Zendesk
- ChurnZero
Team & Environment
Reports to the Director of Customer Success.
Work Mode
This is a remote position.
Neon One is powered by empathy, innovation, and a shared mission to empower organizations making a difference. We operate with a customer-first mindset, take pride in extraordinary results, and grow together by supporting each other and embracing bold new ideas. Our values are: make good happen, stand for our customers, act with care and intention, own the solution, grow together, innovate fearlessly.
