Customer Success Manager (Bilingual French/English)

At SWTCH, we’re on a mission to make electric vehicle (EV) charging accessible, reliable, and intelligent for everyoneAs 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 platformThose customers include real estate owners, utilities, municipalities, and enterprise partnersYou’ll manage a dedicated portfolio of named accounts and also help support a pooled book of shared customersThat means balancing high-touch relationship management with scalable, program-driven engagement, so every SWTCH customer gets a consistent, high-quality experienceYou’ll drive value realization, customer adoption, and account health across the customer journey, for both your assigned and shared accountsAs 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 experienceThis 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 mobilityRelationship 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 teamHybrid 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 CSMScaled 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 efficientlyOnboarding & Implementation: Lead the onboarding process for new assigned customers, ensuring smooth transitions from sale to active charging operations through milestone tracking and stakeholder alignmentCustomer 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 accountsValue 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 goalsRetention & Growth: Manage contract renewals and identify opportunities for account expansion, such as adding new charging stations or upgrading software featuresHealth Monitoring: Track customer health metrics and adoption trends to proactively identify at-risk accounts and mitigate churnDocumentation & 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 wellProcess Improvement: Help build Customer Success playbooks, pooled-account workflows, and resources that let us scale our operations as we growTechnical 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 toolsBenefits
Health benefits starting day 1Learning & development opportunitiesRemote, hybrid, or in-office working optionsOrganizational 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)
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