Commercial Customer Success Manager - Community Solar

nexamp; Chicago (IL); On-site; USD 70,000 - 95,000; Full time

Job summary

Nexamp is seeking a Commercial Customer Success Manager to manage business customers, educate them on community solar options, and guide them through value-added propositions. You’ll de-escalate issues, support collections as needed, and advocate for customer outcomes.

You’ll be hybrid from our Boston or Chicago offices, reporting to the Director, Customer Experience & Retention, and collaborating across Revenue Operations, Billing, and Energy Sales.

Qualifications

• 3+ years in account management or client success.
• Strong relationship-building with business customers.
• Excellent communication and ability to manage complex issues.
• Experience with billing processes and solar credits/incentives is a plus.

Responsibilities

• Manage a portfolio of business customers and provide proactive outreach.
• Lead resolution of complex billing, payments, and credit issues.
• Own collections efforts and coordinate with internal teams.
• Guide customers through billing-model transitions and credits.
• Own Direct ACH setup and track progress.
• Maintain Salesforce, Zuora, and related records; generate insights.

Skills

Analytical thinking

Project management

Relationship building

Negotiation

Communication

Account management

Tools

Salesforce CRM

Job description

Do you want to be a part of the clean energy movement? Are you passionate about improving our environment for this generation and those to follow? Are you ready to take on new challenges and collaborate with a future-focused team leading the way into new markets? Join Nexamp!

What we're looking for:

Nexamp is looking to hire a Commercial Customer Success Manager (titled Account Manager internally) to join the Customer Experience team! You will play a pivotal role in managing and growing relationships with Nexamp's business customers, educating them on community solar and guiding them through program options and value-added propositions. You'll manage assigned accounts, resolve billing, credit, and service issues, and effectively de-escalate and resolve conflicts to maintain high customer satisfaction. You'll represent the voice of the customer across cross-functional teams, including actively supporting the collections team and processes as needed.

You will be hybrid out of our Boston or Chicago offices. You will report to the Director, Customer Experience & Retention.

What you'll do:

• Manage a portfolio of business customers, building trusted relationships, providing proactive outreach and periodic business reviews. Serve as a primary point of contact for account status, savings, billing, and program performance.
• Lead the resolution of complex customer issues related to billing, payments, crediting, utility impacts, invoice discrepancies, back billing, delayed billing cycles, and escalations by partnering across Revenue Operations, Billing, Treasury Operations, Accounting, Asset Management, Product, and Energy Sales.
• Own collections efforts for managed accounts by escalating aged balances and payment issues with customers, brokers, and internal Energy Sales partners, while resolving remittance, payment application, and other account-specific issues.
• Guide commercial customers through billing-model and account transitions, including UCB/net crediting adoption, account changes, one-time credit transfers, and other customer-specific solutions that improve payment experience and reduce friction.
• Own Direct ACH setup for eligible commercial customers by confirming fit, coordinating VRN assignment and customer communications, sending required bank documentation, tracking setup progress, and confirming first payment receipt.
• Maintain accurate customer, opportunity, and account-management records across Salesforce, Zuora, and related tools; use reporting, dashboards, and spreadsheets to analyze account activity, explain customer impacts, and generate actionable insights for internal stakeholders and customers.
• Own account-management enablement for account-managed and anchor customers by providing clear case guidance, improving SOPs and templates, and helping shape scalable account-management processes, handoffs, and customer communications.

What you'll bring:

• 3+ years of experience in account management, client success, or customer service.
• Demonstrated ability to build and maintain strong relationships with business customers, communicate effectively, and manage complex issues.
• Strong analytical and project management skills, with the ability to manage multiple accounts, prioritize competing tasks, maintain attention to detail, and meet deadlines in a fast-paced environment.
• Experience in strategic outreach, stakeholder engagement, and negotiation.
• Working knowledge of billing processes, financial principles, and solar credits, rebates, and incentives.
• Proficiency using multiple software systems for account management, including Salesforce CRM.
• Experience within the solar or renewable energy sector is a plus.
• Commitment to Nexamp's mission and have a passion for solving tomorrow's climate crisis today.
• Demonstrated experience in effectively communicating information, ideas, and perspectives with people inside and beyond your organization.
• Experience in showcasing initiative to make improvements to current work, processes, products, and services across the organization. We value accountability and an ownership mentality.
• Ability to ask appropriate questions, analyze data, identify the root causes of problems, and present creative solutions.
• Expertise in building strong internal and external relationships with customers and stakeholders, instilling trust and loyalty across the industry.
• Eagerness to develop a fundamental understanding of how Nexamp operates and then apply that knowledge effectively to inform business decisions.

At Nexamp, our mission is to build the future of energy so it is clean, simple, and accessible for all. We are committed to providing a work environment free from discrimination. We are p