Customer Success Manager in Toronto

SWTCH is pioneering EV charging solutions for multifamily and commercial properties across North America. Since 2016, our team 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, helping to make clean mobility accessible for all.

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.

What You’ll Be Doing:

• Relationship Management: Build and maintain strong, long-term relationships with a portfolio of customers across the real estate, multifamily, and commercial sectors.
• Hybrid Coverage Model: Own day-to-day success for named accounts while taking requests, escalations, and engagement tasks from the pooled account queue.
• Scaled Engagement: Run one-to-many programs for pooled accounts, such as webinars, email campaigns, office hours, and self-serve resources.
• Onboarding & Implementation: Lead the onboarding process for new assigned customers, ensuring smooth transitions from sale to active charging operations.
• Customer Advocacy: Act as the "voice of the customer" internally, working with Product, Operations, and Support to resolve issues.
• Value Realization: Hold regular check-ins and business reviews with assigned accounts.
• Retention & Growth: Manage contract renewals and identify opportunities for account expansion.
• Health Monitoring: Track customer health metrics and adoption trends.
• Documentation & Collaboration: Keep account notes, activity logs, and next steps clear and up to date in the CRM.
• Process Improvement: Help build Customer Success playbooks and resources.
• Technical Liaison: Partner with our technical and support teams to help troubleshoot site-level issues.

You Have:

• 3+ years in Customer Success, Account Management, or a similar client-facing role.
• Bilingual Fluency in English and French is strongly preferred.
• Strong Communication: Excellent verbal and written skills.
• Problem-Solving Skills: A proactive mindset with the ability to navigate challenges.
• Data Literacy: Comfortable using data to tell a story.
• Organizational Excellence: Ability to manage multiple accounts and projects simultaneously.
• Passion for Sustainability: A genuine interest in the EV industry.
• Education: Bachelor’s degree in Business, Communications, or a related field.

Bonus Points:

• Experience with connected hardware systems.
• Familiarity with networking fundamentals.
• Understanding of OCPP, load management, or similar protocols.

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.

SWTCH Energy is an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable laws.