Customer Success Manager

SWTCH Energy Inc.; Toronto; Hybrid; CAD 85,000 - 115,000; Full time

Job summary

SWTCH Energy Inc. is seeking a bilingual Customer Success Manager to manage a portfolio of named and shared accounts across real estate, multifamily, and commercial sectors.

You’ll drive value realization, adoption, and health across the customer journey, aligning customer goals with SWTCH’s EV charging and energy management platform. You’ll work with Product, Operations, and Support to resolve issues, lead onboarding, and deliver scalable value touchpoints through one-to-many programs, while

Qualifications

• 3+ years in Customer Success, Account Management, or a similar client-facing role (SaaS, Cleantech, Real Estate preferred).
• Bilingual English and French strongly preferred.
• Excellent written and verbal communication; able to explain platform features to non-technical owners and site managers.
• Proactive problem-solving mindset with ability to navigate challenges for customers.
• Data literacy and experience with CRM tools to track progress.

Responsibilities

• Build and maintain strong, long-term relationships with a portfolio of customers in real estate, multifamily, and commercial sectors.
• Own day-to-day success for named accounts and support pooled accounts to ensure a high-quality experience.
• Run scalable engagement programs (webinars, email campaigns, office hours, self-serve resources).
• Lead onboarding for new customers, ensuring smooth transition from sale to active charging operations.
• Act as the voice of the customer to influence product roadmap and surface trends.
• Conduct regular business reviews, communicate impact and usage insights, and drive ROI.
• Manage contract renewals and identify opportunities for account expansion.
• Monitor customer health metrics and adoption trends to mitigate churn.
• Maintain clear account notes and handoffs in CRM; contribute to playbooks and workflows.

Skills

Relationship management

Communication

Problem solving

Data literacy

Organizational skills

Team collaboration

Fluent English

Education

Bachelor's degree in Business or related field

Tools

CRM tools (Salesforce, Zendesk)

Excel

Job description

Who We Are

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. Today, 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.

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.

Job Opportunity

At SWTCH, we’re on a mission to make electric vehicle (EV) charging accessible, reliable, and intelligent for everyone. As a bilingual Customer Success Manager (CSM), you’ll play a critical role in helping our customers get the full value of SWTCH’s EV charging and energy management platform. Those customers include real estate owners, utilities, municipalities, and enterprise partners. You’ll manage a dedicated portfolio of named accounts and also help support a pooled book of shared customers. That means balancing high-touch relationship management with scalable, program-driven engagement, so every SWTCH customer gets a consistent, high-quality experience.

You’ll drive value realization, customer adoption, and account health across the customer journey, for both your assigned and shared accounts. As a trusted advisor, you’ll align customer goals with SWTCH’s solutions and work with teams across the company, and with your fellow CSMs, to deliver a seamless experience. This role is ideal for a proactive, organized communicator who enjoys building relationships and solving problems, works well in a team, and wants to help customers make the transition to electric mobility.

What You’ll Be Doing

• Relationship Management: Build and maintain strong, long-term relationships with a portfolio of customers across the real estate, multifamily, and commercial sectors. Also support a pooled book of shared accounts alongside the broader Customer Success team.
• Hybrid Coverage Model: Own day-to-day success for named accounts while taking requests, escalations, and engagement tasks from the pooled account queue. Keep a consistent, high-quality experience for every customer, whether or not they have a dedicated CSM.
• Scaled Engagement: Run one-to-many programs for pooled accounts, such as webinars, email campaigns, office hours, and self-serve resources, to drive adoption and engagement efficiently.
• Onboarding & Implementation: Lead the onboarding process for new assigned customers, ensuring smooth transitions from sale to active charging operations through milestone tracking and stakeholder alignment.
• Customer Advocacy: Act as the “voice of the customer” internally, working with Product, Operations, and Support to resolve issues and influence the product roadmap. Surface trends that affect the wider customer base as well as individual accounts.
• Value Realization: Hold regular check-ins and business reviews with assigned accounts, and deliver scalable value touchpoints to pooled accounts. Communicate impact, share usage insights, and help customers meet their sustainability and ROI goals.
• Retention & Growth: Manage contract renewals and identify opportunities for account expansion, such as adding new charging stations or upgrading software features.
• Health Monitoring: Track customer health metrics and adoption trends to proactively identify at-risk accounts and mitigate churn.
• Documentation & Collaboration: Keep account notes, activity logs, and next steps clear and up to date in the CRM, so any team member can pick up a pooled account smoothly and handoffs work well.
• Process Improvement: Help build Customer Success playbooks, pooled-account workflows, and resources that let us scale our operations as we grow.
• Technical Liaison: Partner with our technical and support teams to help troubleshoot site-level issues and ensure customers understand how to use SWTCH’s reporting and management tools.

You Have

• 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.
• Strong Communication: Excellent verbal and written skills, with the ability to explain platform features to both non-technical owners and site managers.
• Problem-Solving Skills: A proactive mindset with the ability to navigate challenges and find creative solutions for customers.
• Data Literacy: Comfortable using data to tell a story; experience with Excel and CRM tools (e.g., Salesforce, ChurnZero, Zendesk) to track customer progress.
• Organizational Excellence: Ability to manage multiple accounts and projects simultaneously without losing sight of the details. Experience with both high-touch account management and scaled or digital customer engagement, such as pooled, tech-touch, or one-to-many models.
• Passion for Sustainability: A genuine interest in the EV industry and helping transition the world to a cleaner energy future.
• Education: Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).

Bonus Points

• Experience with connected hardware systems (EV chargers, IoT, telecom gear, BMS, gateways, etc).
• Familiarity with networking fundamentals (IP addressing, LTE/cellular connectivity, firewalls, etc).
• Understanding of OCPP, load management, or similar protocols (or willingness to learn quickly).

At SWTCH, we believe in powering the future together. You’ll join a passionate, mission-driven team at the forefront of the clean energy transition, with opportunities to grow, innovate, and make a measurable impact on the future of urban mobility.

• Business Impact - As a member of the Customer Success team, you have the opportunity to take a lead role and make a significant impact on the culture and values of the company.
• Environmental Impact - We are a clean energy company with a mission to reduce carbon emissions globally to ensure a clean and sustainable future.
• Diversity - People develop their talents and skills in different ways. We value different paths and experiences. If you think you meet the qualifications we are seeking, take a chance and express your interest here.

SWTCH does not offer employment to prospects without first ensuring that qualified candidates speak directly with the hiring manager and a member of our P&C team. All qualifications will be done face-to-face, whether that is in person or over Google Meet. SWTCH does not send out offers of employment without meeting candidates and does not offer employment via text. If you are contacted for any personal information via text and/or without having met a member of our hiring team in person, please disregard.

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.