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About the Role
As a bilingual Customer Success Manager (CSM) at SWTCH, you will play a critical role in helping our customers realize the full value of SWTCH's EV charging and energy management platform. You will manage a dedicated portfolio of named accounts and support a pooled book of shared customers, balancing high-touch relationship management with scalable, program-driven engagement to ensure a consistent, high-quality customer experience.
Responsibilities
- Build and maintain strong, long-term relationships with a portfolio of customers.
- Support a pooled book of shared accounts alongside the broader Customer Success team.
- Own day-to-day success for named accounts while handling requests and escalations from the pooled account queue.
- Run one-to-many programs for pooled accounts, such as webinars, email campaigns, and office hours.
- Lead the onboarding process for new assigned customers.
- Act as the 'voice of the customer' internally, working with Product, Operations, and Support.
- Hold regular check-ins and business reviews with assigned accounts.
- Deliver scalable value touchpoints to pooled accounts.
- Manage contract renewals and identify opportunities for account expansion.
- Track customer health metrics and adoption trends to proactively identify at-risk accounts.
- Keep account notes, activity logs, and next steps clear and up to date in the CRM.
- Help build Customer Success playbooks and pooled-account workflows.
- Partner with technical and support teams to troubleshoot site-level issues.
- Ensure customers understand how to use SWTCH’s reporting and management tools.
Requirements
- 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 both non-technical owners and site managers.
- Proactive mindset with the ability to navigate challenges and find creative solutions.
- Comfortable using data to tell a story.
- Experience with Excel and CRM tools (e.g., Salesforce, ChurnZero, Zendesk).
- Ability to manage multiple accounts and projects simultaneously.
- Experience with both high-touch account management and scaled or digital customer engagement.
- Genuine interest in the EV industry and helping transition the world to a cleaner energy future.
- Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
Skills
- Customer Success
- Account Management
- SaaS
- Cleantech
- Real Estate
- Bilingual (English/French)
- Communication
- Problem-Solving
- Data Literacy
- Excel
- CRM (Salesforce, ChurnZero, Zendesk)
- Organizational Skills
- High-touch account management
- Scaled customer engagement
- Digital customer engagement
- EV industry knowledge
- Business
- Communications
- Connected hardware systems
- Networking fundamentals
- OCPP
- Load management
Location
- North America
Work Type
- Full-time
Experience Level
- 3+ years
Education Level
- Bachelor's degree in Business, Communications, or a related field (or equivalent experience)
Benefits
- Opportunities to grow, innovate, and make a measurable impact on the future of urban mobility.
- Take a lead role and make a significant impact on the culture and values of the company.
- Work for a clean energy company with a mission to reduce carbon emissions globally.
About the Company
- SWTCH is pioneering EV charging solutions for multifamily and commercial properties across North America.
- Since 2016, our team of entrepreneurs, energy professionals, and technologists has been focused on unlocking the social, economic, and environmental benefits of widespread EV adoption.
- Our solutions are deployed in tens of thousands of locations —many of which are low-to-moderate income housing—helping to make clean mobility accessible for all.
- We are scaling quickly and looking for mission-driven talent to help accelerate our growth.
Equal Opportunity
- SWTCH Energy is an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws.
- Accommodations are available on request for candidates taking part in all aspects of the selection process.