Customer Success Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee the execution of onboarding for new clients following contract finalization.

• Take ownership of onboarding checklists and ensure all necessary customer details are gathered.

• Identify the appropriate onboarding contact (property manager, asset manager, etc.) and confirm dashboard access is granted.

• Coordinate shipment schedules, onboarding readiness, and activation progress across various properties.

• Mitigate onboarding delays by maintaining consistent follow-up and effective customer communication.

• Guarantee successful charger activation upon installation, ensuring systems are operational and ready for use.

• Gather recent utility bills from property managers for the onboarding process.

• Analyze energy bill specifics, including flat-rate and time-of-use plans.

• Manage pricing entry into the Orange dashboard for customer validation.

• Assist with markup recommendations based on local charging market rates.

• Ensure pricing precision to safeguard revenue-sharing models and enhance customer satisfaction.

• Help alleviate backlog issues at properties requiring bill collection and setup.

• Identify the right accounting contact and ensure secure account setup is completed.

• Follow up on incomplete banking setups across active properties.

• Support recurring billing processes, reimbursements, and property statements.

• Aid in improving billing accuracy and minimizing operational friction across accounts.

• Manage support tickets from EV drivers and property teams concerning charger issues, onboarding questions, fulfillment changes, and platform inquiries.

• Ensure prompt resolution of customer issues and escalate them as necessary.

• Assist with customer success operations during onboarding and ongoing post-installation support.

• Maintain high response times and service expectations across customer accounts.

• Help address common recurring support requests while gaining insights into broader customer success workflows.

• Identify potential opportunities for expansion to the Customer Success team.

• Support account growth by recognizing needs for additional chargers and facilitating handoff to the Sales team.

• Recommend enhancements to systems, templates, and workflows to boost onboarding efficiency and visibility.

• Detect operational bottlenecks and propose improvements to aid business scalability.

• Contribute to the refinement of onboarding and post-sales processes as the business evolves.

⛳️ Requirements

• Minimum of 4 years of experience in Customer Experience, Account Management, Customer Success, Operations, or Post-Sales Implementation roles (preferably with U.S. clients).

• Strong background in managing customers post-complex sale with onboarding-intensive workflows that necessitate diligent follow-up and operational oversight.

• Experience in developing workflows, templates, and operational tracking systems to enhance execution and accountability.

• Exceptional written and verbal communication skills in English (C2 level required).

• Highly organized with outstanding attention to detail.

• Familiarity with tools such as HubSpot, Google Sheets, Bill.com, Slack, and internal dashboards.

• Ability to work autonomously and excel in fast-paced startup environments with changing priorities.

• Bachelor’s Degree or higher (summa, magna, or cum laude and/or Academic Scholar from a reputable institution preferred).

• PREFERRED REQUIREMENTS:

• Experience in EV infrastructure, utilities, property management, construction coordination, or operational environments with a strong focus on implementation.

• Background in supporting recurring billing models or B2B account operations.

• Experience in U.S.-based startups or rapidly growing technology companies.

• Experience balancing customer-facing account management with internal operational execution.

🏝️ Benefits

• Work From Home

• Training & Development