Hybrid Senior Customer Success Manager

at SWTCH

• Job title: Senior Customer Success Manager
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Firewalls, IoT
• Location requirements: Hybrid, Toronto, Canada

About the role

• Senior Customer Success Manager ensuring customer value from SWTCH’s EV charging and energy management platform. Building relationships and driving account growth across enterprise partners.

Responsibilities

• 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

• 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

• 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.