Senior Customer Success Manager

Description

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).

• Drive successful onboarding and early adoption through proactive engagement, milestone tracking, and coordinated cross-functional support
• Track customer health metrics, usage patterns, and adoption trends to mitigate churn and maximize satisfaction across your portfolio
• 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
• Lead enterprise onboarding programs, coordinating contract kickoff, implementation timelines, site-level requirements, and stakeholder alignment across national portfolios
• 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
• Manage escalations to deployment and customer support with clear replication steps, logs, and impact summaries
• Partner with internal teams to troubleshoot, optimize, and enhance platform usage and reporting for key accounts, including multi-site enterprise deployments
• Contribute to process and playbook development including enterprise onboarding workflows, implementation standards, and adoption playbooks to continuously improve SWTCH's customer journey
• 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
• Hands on review of EV charger technical issues, networking, firmware, and energy management configurations

Requirements

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.

• Understand customer objectives, operational realities, and site-level challenges to ensure the SWTCH platform delivers measurable value across large-scale portfolios
• Familiarity with networking fundamentals (IP addressing, LTE/cellular connectivity, firewalls, etc)
• 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
• Experience with data analysis tools (Excel, BI platforms) to identify adoption and usage trends
• Proficiency with CRM and collaboration tools (Salesforce, HubSpot, Asana, Zendesk, or similar)
• 5+ years in Customer Success, Technical Account Management, Solutions Engineering, Field Engineering, Network Operations, or similar hybrid technical+customer roles
• Proven success managing complex, multi-stakeholder enterprise accounts, ideally across real estate, energy, cleantech, or infrastructure sectors
• Experience leading enterprise onboarding, coordinating implementation across multiple properties, regions, and customer stakeholders
• A proactive, solutions-oriented mindset and ability to thrive in a fast-paced, high-growth scale-up environment
• Experience with connected hardware systems (EV chargers, IoT, telecom gear, BMS, gateways, etc)
• Excellent communication and presentation skills; confident engaging with both executive and technical audiences
• Strong business acumen and operational understanding; able to translate data insights into strategic recommendations
• Understanding of OCPP, load management, or similar protocols (or willingness to learn quickly)

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

Training + Development

Interview process

Visa Sponsorship

Security clearance