- Company Name
- SWTCH
- Job Title
- Senior Customer Success Manager
- Job Description
-
Job title: Senior Customer Success Manager
Role Summary: Lead end‑to‑end success for large, multi‑site enterprise accounts in the EV charging and energy management sector, ensuring adoption, growth, and customer delight across real estate, multifamily, commercial, and utility clients.
Expactations: Deliver measurable value within the first year of partnership, drive upsell and expansion opportunities, manage contract renewals, and continuously improve the customer journey through data‑driven insights and cross‑functional collaboration.
Key Responsibilities:
- Build strategic relationships with C‑level stakeholders across portfolio owners, utilities, municipalities, and enterprise partners.
- Own enterprise onboarding: contract kickoff, implementation timelines, site‑level requirements, and stakeholder alignment.
- Drive early adoption with proactive engagement, milestone tracking, and coordinated support.
- Conduct quarterly business reviews to communicate impact, share insights, and set next‑phase goals.
- Identify upsell and expansion opportunities aligned with hardware, software, and network offerings.
- Collaborate with Product, Sales, Operations, and Support to provide a unified experience and advocate for customer needs.
- Troubleshoot and optimize platform usage, including EV charger networking, firmware, and energy configurations.
- Manage escalations, rebuild custom reports (e.g., Metabase), and track health metrics to mitigate churn.
- Contribute to playbook development for onboarding workflows and adoption strategies.
Required Skills:
- 5+ years in Customer Success, Technical Account Management, Solutions Engineering, or related hybrid technical‑customer roles.
- Proven success managing complex, multi‑stakeholder enterprise accounts in real estate, energy, cleantech, or infrastructure.
- Experience leading enterprise onboarding across multiple sites/regions.
- Strong business acumen and data‑analysis skills (Excel, BI tools).
- Proficiency with CRM and collaboration tools (Salesforce, HubSpot, Asana, Zendesk).
- Excellent communication, presentation, and executive‑level engagement skills.
- Proactive, solutions‑oriented mindset suitable for scale‑up environments.
Required Education & Certifications:
- Bachelor’s degree in Engineering (or related field).