Customer Success Manager

Description

The bilingual Customer Success Manager (CSM) will ensure that customers—real‑estate owners, utilities, municipalities, and enterprise partners—realize full value from SWTCH’s EV charging and energy management platform. This role involves driving value realization, adoption, and account health throughout the customer journey while acting as a trusted advisor and collaborating cross‑functionally to deliver a seamless experience.

• Build and maintain long‑term relationships with customers in real‑estate, multifamily, and commercial sectors.
• Lead onboarding and implementation, ensuring smooth transitions from sales to active charging operations.
• Act as the voice of the customer, collaborating with Product, Operations, and Support to resolve issues and influence roadmap.
• Conduct regular check‑ins and business reviews to demonstrate impact and help customers meet sustainability and ROI goals.
• Manage contract renewals and identify opportunities for account expansion, such as additional chargers or software upgrades.
• Monitor customer health metrics and adoption trends to proactively address at‑risk accounts and prevent churn.
• Partner with technical and support teams to troubleshoot site‑level issues and guide customers on reporting tools.
• Contribute to customer success playbooks and resources to scale operations as the company grows.

Requirements

Candidates must engage directly with the hiring manager and P&C team via interview—either in person or over Google Meet—as SWTCH does not extend offers through text or unsolicited requests for personal information. Accommodations are available upon request for any part of the selection process.

• 3+ years of experience in Customer Success, Account Management, or a similar client‑facing role, preferably SaaS, Cleantech, or Real Estate.
• Bilingual fluency in English and French (strongly preferred).
• Excellent verbal and written communication skills for explaining platform features to both technical and non‑technical stakeholders.
• Proactive problem‑solving mindset with ability to devise creative solutions for customers.
• Data‑driven storytelling ability; proficient with Excel and CRM tools such as Salesforce, HubSpot, or Zendesk.
• Strong organizational skills to manage multiple accounts and projects simultaneously.
• Bachelor’s degree in Business, Communications, or related field, or equivalent experience.
• Bonus: experience with connected hardware systems (EV chargers, IoT, telecom gear, BMS, gateways).
• Bonus: familiarity with networking fundamentals (IP addressing, LTE/cellular connectivity, firewalls).

Benefits

SWTCH offers a mission‑driven environment where employees can impact business culture, reduce carbon emissions, and advance clean energy goals. The company values diverse experiences and paths, fostering an inclusive workplace where all qualified applicants receive fair consideration.

• Bonus: understanding of OCPP, load management, or similar protocols, or willingness to learn quickly.

Training + Development

Interview process

Visa Sponsorship

Security clearance