Role Description A fast-growing U.S.-based EV charging infrastructure company is seeking a highly organized Customer Success Manager to support post-sales operations, customer onboarding, and long-term account success. - The company installs EV charging systems in apartment communities across the United States, working closely with property developers, contractors, electricians, and property management teams. - After a deal is signed, the Post-Sales team takes ownership of the customer journey; from hardware shipment and installation through onboarding, activation, billing setup, and ongoing support. - The team manages detailed operational processes such as energy bill collection, reimbursement setup, dashboard access, and ongoing customer follow-ups. - In this role, you will serve as the operational execution partner to the Senior Customer Success Manager, managing onboarding workflows, coordinating documentation, tracking support tickets, communicating with customers, and helping ensure a smooth transition from signed contract to successful activation. Qualifications - 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). Requirements - You are a highly organized operator who thrives in fast-moving environments with lots of moving pieces. - You are naturally curious and take the time to understand how systems, tools, and processes work - not just what to do, but why it’s done that way. - You are strong at follow-up and know how to keep customers and internal teams moving without things getting stuck. - You are proactive, detail-oriented, and move quickly when something needs attention. - You enjoy solving operational bottlenecks and creating structure where processes are still being built. - You are comfortable balancing customer-facing communication with internal execution work. - You are someone who can own repetitive operational work today while growing into deeper account management ownership over time. Responsibilities - Customer onboarding & implementation management - 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. - Energy bill review & pricing coordination - 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. - Banking setup & billing operations - 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. - Customer support & ticket management - 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. - Account management & operational improvement - 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. Benefits - Work From Home - Training & Development