Customer Success Manager (Bilingual French/English)

Swtch; Toronto; Hybrid; CAD 70,000 - 110,000; Full time

Benefits offered by this job

Health benefits starting day 1

Learning & development opportunities

Remote, hybrid, or in-office options

Job summary

SWTCH is seeking a bilingual Customer Success Manager to manage a portfolio of EV charging and energy-management customers. You’ll balance high-touch relationship management with scalable, program-driven engagement across real estate, multifamily, and commercial sectors.

You’ll work with Product, Operations, and Support to realize value, drive adoption, and guide customers toward renewals and expansion in a collaborative, team-based environment.

Qualifications

• Bachelor’s degree in Business, Communications, or related field (or equivalent experience).
• 3+ years in Customer Success, Account Management, or similar client-facing role.
• Experience with SaaS, Cleantech, or Real Estate preferred.
• Data-driven with ability to tell a story using metrics in Excel and CRM data.

Responsibilities

• Relationship management for a portfolio of customers across real estate, multifamily, and commercial sectors.
• Own day-to-day success for named accounts and support pooled accounts
• Lead onboarding and implementation to ensure smooth transition from sale to operations.
• Act as voice of the customer to influence product roadmap and resolve issues.
• Deliver scalable value touchpoints and regular business reviews.
• Identify expansion opportunities and manage renewals.
• Monitor health metrics and adoption trends to mitigate churn.
• Document activities and ensure smooth handoffs across teams.
• Contribute to Customer Success playbooks and pooled-account workflows.
• Collaborate with Technical, Operations and Support teams to troubleshoot site-level issues.

Skills

Bilingual English & French

Relationship building

Communication

Proactive problem-solving

Team collaboration

Data storytelling

Education

Bachelor’s degree in Business or Communications

Equivalent experience

Tools

Salesforce

ChurnZero

Zendesk

Excel

Job description

• 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
• 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

Benefits

• Health benefits starting day 1
• Learning & development opportunities
• Remote, hybrid, or in-office working options

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 modelsBilingual Fluency in English and French is strongly preferredEducation: Bachelor’s degree in Business, Communications, or a related field (or equivalent experience)3+ years in Customer Success, Account Management, or a similar client-facing role, preferably within SaaS, Cleantech, or Real EstateData Literacy: Comfortable using data to tell a story; experience with Excel and CRM tools (e.g., Salesforce, ChurnZero, Zendesk) to track customer progressPassion for Sustainability: A genuine interest in the EV industry and helping transition the world to a cleaner energy futureStrong Communication: Excellent verbal and written skills, with the ability to explain platform features to both non-technical owners and site managersProblem-Solving Skills: A proactive mindset with the ability to navigate challenges and find creative solutions for customersExperience 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)