Senior Customer Success Manager

SWTCH; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

A clean energy technology company based in Toronto is seeking a Senior Customer Success Manager to drive customer satisfaction and account growth. You will be a trusted advisor, ensuring enterprise clients realize full value from the company's EV charging solutions. Responsibilities include onboarding, managing relationships, and identifying upsell opportunities across diverse sectors. This role requires strong customer-facing experience and technical aptitude. Competitive compensation and an impactful mission await the right candidate.

Benefits

Opportunities for growth

Passionate team

Making an impact in clean energy

Qualifications

• 5+ years in Customer Success or similar roles.
• Experience managing complex, multi-stakeholder enterprise accounts.
• Strong business acumen and operational understanding.

Responsibilities

• Build and maintain strategic relationships with key customers.
• Lead enterprise onboarding programs and coordinate contract kickoff.
• Identify and lead upsell and expansion opportunities.

Skills

Customer Success

Technical Account Management

Data Analysis

Excellent Communication

Relationship Building

Education

Bachelor's degree in Engineering or equivalent

Tools

Salesforce

Excel

BI tools

Asana

Zendesk

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 Senior Customer Success Manager (CSM), you'll play a critical role in ensuring our customers, from real estate owners to utilities, municipalities, and enterprise partners, realize full value from SWTCH's EV charging and energy management platform.

You'll be responsible for driving value realization, customer adoption, and account growth during the first year of partnership as well as identifying and implementing key operational improvement opportunities to elevate customer experience and drive efficiency. You will be a trusted advisor to our customers, aligning their goals with SWTCH's solutions, while collaborating cross‑functionally to deliver a seamless and exceptional customer experience. This role includes onboarding, managing, and expanding complex enterprise accounts with multi‑site, multi‑stakeholder environments. This role is ideal for someone with a blend of customer‑facing experience and technical aptitude: comfortable leading senior customer relationships as well as hands‑on diagnostic and analysis to meet their needs (e.g., advanced reporting).

What You’ll Be Doing

• Build and maintain strategic, long‑term relationships with key customers across the real estate, multifamily, commercial, fleet, and enterprise property and infrastructure sectors.
• Lead enterprise onboarding programs, coordinating contract kickoff, implementation timelines, site‑level requirements, and stakeholder alignment across national portfolios.
• Drive successful onboarding and early adoption through proactive engagement, milestone tracking, and coordinated cross‑functional support.
• Understand customer objectives, operational realities, and site‑level challenges to ensure the SWTCH platform delivers measurable value across large‑scale portfolios.
• Identify and lead upsell and expansion opportunities by aligning customer growth with SWTCH's hardware, software, and network management offerings.
• Conduct regular business reviews (QBRs) to communicate impact, share insights, and align on next‑phase goals for both mid‑market and enterprise customers.
• Collaborate with Product, Sales, Operations, and Support to deliver a unified customer experience and act as the voice of the customer internally.
• Partner with internal teams to troubleshoot, optimize, and enhance platform usage and reporting for key accounts, including multi‑site enterprise deployments.
• Manage contract renewals, amendments, and pricing adjustments in partnership with Sales and Finance.
• Track customer health metrics, usage patterns, and adoption trends to mitigate churn and maximize satisfaction across your portfolio.
• Contribute to process and playbook development including enterprise onboarding workflows, implementation standards, and adoption playbooks to continuously improve SWTCH's customer journey.
• Hands‑on review of EV charger technical issues, networking, firmware, and energy management configurations.
• Manage escalations to deployment and customer support with clear replication steps, logs, and impact summaries.
• Build custom reports in business intelligence tools (Metabase).

Requirements

You Have

• 5+ years in Customer Success, Technical Account Management, Solutions Engineering, Field Engineering, Network Operations, or similar hybrid technical+customer roles.
• Proven success managing complex, multi‑stakeholder enterprise accounts, ideally across real estate, energy, cleantech, or infrastructure sectors.
• Experience leading enterprise onboarding, coordinating implementation across multiple properties, regions, and customer stakeholders.
• Strong business acumen and operational understanding; able to translate data insights into strategic recommendations.
• Experience with data analysis tools (Excel, BI platforms) to identify adoption and usage trends.
• Proficiency with CRM and collaboration tools (Salesforce, HubSpot, Asana, Zendesk, or similar).
• Excellent communication and presentation skills; confident engaging with both executive and technical audiences.
• Demonstrated ability to own and execute structured customer touchpoints (e.g., onboarding, enterprise kickoff, adoption milestones, QBRs).
• A proactive, solutions‑oriented mindset and ability to thrive in a fast‑paced, high‑growth scale‑up environment.
• Bachelor's degree in Engineering would be a preferred or equivalent combination of education and 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).

Benefits

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 core member of the executive 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 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.