About Neon One
At Neon One, we believe that technology is the key to building vibrant communities of generosity. As a leader in nonprofit software since 2004, we create intuitive solutions that help small and mid-sized nonprofits connect with people, build trust, and make good happen every day.
Our culture 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. If you’re passionate about using your skills to drive real impact and want to thrive in a collaborative, fully remote environment, Neon One is the place for you.
About the Role
Reporting the Director of Customer Success, the Customer Success Manager is a strategic, consultative relationship builder that works 1:1 with a portfolio of Customers using Arts People, Neon One’s performing arts ticketing software for nonprofits. The CSM serves as the single account relationship owner, focused both on product adoption to help Customers achieve value from the solutions they have purchased, improving retention, while also identifying opportunities where additional products and services might be of benefit to the Customer. The CSM conducts periodic Customer Success Reviews and other high value interactions with Customers in their portfolio, aligning on the goals the Customer intended to achieve with the Neon One purchase and the tactics they are deploying to reach them while identifying opportunities to help them save time, get organized, and increase their communities of generosity.
The Exciting Part (Your focus):
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 for Customers and Neon One through 1:1 engagements.
Strategy/coaching discussions and success reviews focused on product utilization, industry trends, enabling Customer’s mission, and achievement of the Customer’s own goals (more donations, events, registrations, tickets, etc.).
Leverage our customer success platform (ChurnZero) to proactively combat churn using leading indicators (Customer health metrics, Net Promoter Score (NPS) survey responses, direct feedback, etc) in order to 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 our 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.
The Expected Part (role responsibilities and opportunities to enhance):
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.
Great to Haves:
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.
Experience working with performing arts organizations; nonprofit experience and volunteer work is a plus.
Comfortable in fast-paced, changing environments and adept at adapting quickly.
Tech-savvy with a willingness to become proficient in Neon One products
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
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
Why Join Neon One?
At Neon One, our values are how we show up every day. We make good happen by putting empathy and passion at the center of our work, using technology to uplift mission-driven organizations. We stand for our customers, act with care and intention in every decision, own the solution, and grow together. We innovate fearlessly, always exploring new ways to support our community and each other.
How We Hire
We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews.
This opportunity is offered through HighlightTA, the on-demand talent team supporting Neon One’s growth.
Connect with us and learn more:
Neon One on LinkedIn
HighlightTA on LinkedIn
