About the role

Bilingual Customer Success Manager helping SWTCH, an EV charging solutions company, drive adoption, retention, and growth across commercial customer accounts.

Responsibilities

Build and maintain long-term relationships with customers across real estate, multifamily, and commercial sectors
Support a pooled book of shared accounts alongside the Customer Success team
Own day-to-day success for named accounts and handle requests, escalations, and engagement tasks from the pooled account queue
Run one-to-many programs such as webinars, email campaigns, office hours, and self-serve resources
Lead onboarding for new assigned customers from sale through active charging operations
Track onboarding milestones and align stakeholders
Act as the voice of the customer internally and work with Product, Operations, and Support to resolve issues
Surface trends affecting individual accounts and the broader customer base
Conduct regular check-ins and business reviews with assigned accounts
Deliver scalable value touchpoints to pooled accounts and communicate impact and usage insights
Help customers meet sustainability and ROI goals
Manage contract renewals and identify account expansion opportunities
Track customer health metrics and adoption trends to identify at-risk accounts and mitigate churn
Maintain clear and current account notes, activity logs, and next steps in the CRM
Help build Customer Success playbooks, pooled-account workflows, and scalable resources
Partner with technical and support teams to troubleshoot site-level issues and explain SWTCH reporting and management tools

3+ years in Customer Success, Account Management, or a similar client-facing role, preferably within SaaS, Cleantech, or Real Estate
Bilingual fluency in English and French is strongly preferred
Excellent verbal and written communication skills
Ability to explain platform features to non-technical owners and site managers
Proactive problem-solving mindset and ability to find creative solutions
Comfort using data to tell a story
Experience with Excel and CRM tools such as Salesforce, ChurnZero, and Zendesk
Ability to manage multiple accounts and projects while maintaining attention to detail
Experience with high-touch account management and scaled or digital customer engagement, including pooled, tech-touch, or one-to-many models
Genuine interest in the EV industry and transition to a cleaner energy future
Bachelor’s degree in Business, Communications, or a related field, or equivalent experience
Experience with connected hardware systems such as EV chargers, IoT, telecom gear, BMS, or gateways is a bonus
Familiarity with networking fundamentals such as IP addressing, LTE/cellular connectivity, and firewalls is a bonus
Understanding of OCPP and load management or willingness to learn quickly is a bonus

Opportunity to take a lead role and make a significant impact on company culture and values
Opportunity to contribute to reducing carbon emissions and advancing a clean, sustainable future
Growth, innovation, and measurable impact opportunities
Equal opportunity employer
Accommodations available on request for candidates taking part in all aspects of the selection process