Customer Success Manager
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Job Description
Customer Success Manager responsible for onboarding and customer success in a U.S.-based EV charging company. Collaborating with teams to ensure smooth transitions and operational efficiency.
Responsibilities:
- Manage onboarding execution for new customers after contract execution.
- Own onboarding checklists and ensure all required customer information is collected.
- Identify the correct onboarding contact (property manager, asset manager, etc.) and ensure dashboard access is completed.
- Coordinate shipment timelines, onboarding readiness, and activation progress across properties.
- Prevent onboarding delays through consistent follow-up and strong customer communication.
- Ensure successful charger activation upon installation, verifying systems are live and ready for use.
- Collect recent utility bills from property managers for onboarding setup.
- Review energy bill details including flat-rate plans and time-of-use plans.
- Coordinate pricing entry into the Orange dashboard for customer approval.
- Support markup recommendations based on local charging market rates.
- Ensure pricing accuracy to protect revenue-share economics and customer satisfaction.
- Help reduce backlog across properties that still require bill collection and setup.
- Identify the correct accounting contact and ensure secure account setup is completed.
- Follow up on incomplete banking setup across active properties.
- Support recurring billing workflows, reimbursements, and property statements.
- Help improve billing accuracy and reduce operational friction across accounts.
- Help manage support tickets from EV drivers and property teams across charger issues, onboarding inquiries, fulfillment changes, and platform-related questions.
- Ensure customer issues are resolved quickly and escalated appropriately.
- Support customer success operations across onboarding and ongoing post-install support.
- Maintain strong response times and service expectations across customer accounts.
- Assist with common recurring support requests while learning broader customer success workflows.
- Flag potential opportunities for expansion to the Customer Success team.
- Support account growth by identifying potential needs for additional chargers and coordinating handoff to the Sales team.
- Suggest improvements to systems, templates, and workflows to enhance onboarding efficiency and visibility.
- Identify operational bottlenecks and suggest improvements that help the business scale.
- Contribute to the development of onboarding and post-sales processes as the business scales.
Requirements:
- 4+ years of experience in CX, Account Management, Customer Success, Operations, or Post-Sales Implementation roles (ideally for U.S. Clients)
- Strong experience managing customers after a complex sale with onboarding-heavy workflows that require strong follow-up and operational ownership.
- Familiarity building workflows, templates, and operational tracking systems to improve execution and accountability.
- Excellent written and verbal English communication skills (C2 required)
- Highly organized with exceptional attention to detail.
- Familiarity with tools such as HubSpot, Google Sheets, Bill.com, Slack, and internal dashboards.
- Ability to work independently and thrive in fast-paced startup environments with evolving priorities.
- Bachelor Degree or higher (summa, magna or cum laude and/or Academic Scholar from a reputable college preferred)
- PREFERRED REQUIREMENTS:
- Experience in EV infrastructure, utilities, property management, construction coordination, or implementation-heavy operational environments.
- Experience supporting recurring billing models or B2B account operations.
- Experience working in U.S.-based startups or high-growth technology companies.
- Experience balancing both customer-facing account management and internal operational execution
Benefits:
- Work From Home
- Training & Development
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