Senior Customer Success Manager

Overview

Drive enterprise customer success for EV charging and energy management platform

Key Responsibilities

• ev troubleshooting
• bi reporting
• escalation management
• enterprise onboarding
• platform optimization
• health tracking

Tasks

You'll be responsible for driving value realization, customer adoption, and account growth during the first year of partnership as well as identifying and implementing key operational improvement opportunities to elevate customer experience and drive efficiency. You will be a trusted advisor to our customers, aligning their goals with SWTCH's solutions, while collaborating cross-functionally to deliver a seamless and exceptional customer experience. This role includes onboarding, managing, and expanding complex enterprise accounts with multi-site, multi-stakeholder environments. This role is ideal for someone with a blend of customer-facing experience and technical aptitude: comfortable leading senior customer relationships as well as hands on diagnostic and analysis to meet their needs (e.g., advanced reporting). -Hands on review of EV charger technical issues, networking, firmware, and energy management configurations -Drive successful onboarding and early adoption through proactive engagement, milestone tracking, and coordinated cross-functional support -Partner with internal teams to troubleshoot, optimize, and enhance platform usage and reporting for key accounts, including multi-site enterprise deployments -Manage escalations to deployment and customer support with clear replication steps, logs, and impact summaries -Build custom reports in business intelligence tools (Metabase) -Build and maintain strategic, long-term relationships with key customers across the real estate, multifamily, commercial, fleet, and enterprise property and infrastructure sectors -Collaborate with Product, Sales, Operations, and Support to deliver a unified customer experience and act as the voice of the customer internally -Manage contract renewals, amendments, and pricing adjustments in partnership with Sales and Finance -Contribute to process and playbook development including enterprise onboarding workflows, implementation standards, and adoption playbooks to continuously improve SWTCH's customer journey -Lead enterprise onboarding programs, coordinating contract kickoff, implementation timelines, site-level requirements, and stakeholder alignment across national portfolios -Identify and lead upsell and expansion opportunities by aligning customer growth with SWTCH's hardware, software, and network management offerings -Conduct regular business reviews (QBRs) to communicate impact, share insights, and align on next-phase goals for both mid-market and enterprise customers -Track customer health metrics, usage patterns, and adoption trends to mitigate churn and maximize satisfaction across your portfolio

Requirements

• excel
• iot
• salesforce
• engineering degree
• 5+ years
• ocpp

What You Bring

With an expanding footprint across Canada and the U.S., we're scaling quickly and looking for mission-driven talent to help accelerate our growth. -Experience with data analysis tools (Excel, BI platforms) to identify adoption and usage trends -Understand customer objectives, operational realities, and site-level challenges to ensure the SWTCH platform delivers measurable value across large-scale portfolios -Experience with connected hardware systems (EV chargers, IoT, telecom gear, BMS, gateways, etc) -Strong business acumen and operational understanding; able to translate data insights into strategic recommendations -5+ years in Customer Success, Technical Account Management, Solutions Engineering, Field Engineering, Network Operations, or similar hybrid technical+customer roles -Proficiency with CRM and collaboration tools (Salesforce, HubSpot, Asana, Zendesk, or similar) -Demonstrated ability to own and execute structured customer touchpoints (e.g., onboarding, enterprise kickoff, adoption milestones, QBRs) -Bachelor's degree in Engineering would be a preferred or equivalent combination of education and experience -Familiarity with networking fundamentals (IP addressing, LTE/cellular connectivity, firewalls, etc) -Understanding of OCPP, load management, or similar protocols (or willingness to learn quickly) -Experience leading enterprise onboarding, coordinating implementation across multiple properties, regions, and customer stakeholders -Proven success managing complex, multi-stakeholder enterprise accounts, ideally across real estate, energy, cleantech, or infrastructure sectors -A proactive, solutions-oriented mindset and ability to thrive in a fast-paced, high-growth scale-up environment -Excellent communication and presentation skills; confident engaging with both executive and technical audiences

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Benefits

Job Opportunity Bonus Points -Business Impact - As a core member of the executive team, you have the opportunity to take a lead role and make a significant impact on the culture and values of the company

About Swtch

-The company uses an AI-driven platform called Cortex to optimize EV charging infrastructure, ensuring efficient use of existing electrical systems and addressing retrofitting challenges in urban real estate. -It has expanded its operations across North America, establishing offices in key cities and serving a range of property types. -SWTCH offers innovative solutions such as 'charging-as-a-service' for multifamily, workplace, commercial, and public/retail properties, often eliminating upfront capital expenditures. -Their technology encompasses advanced features including billing, access control, offline resilience, and scalable charger upgrades, making it a comprehensive solution for modern EV needs.

Sector Specialisms