Customer Success Manager

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

📋 Description

• Oversee the onboarding process for new clients following contract finalization.

• Maintain onboarding checklists to ensure all necessary customer information is gathered.

• Identify the appropriate onboarding contact (such as property manager or asset manager) and confirm completion of dashboard access.

• Manage shipment schedules, onboarding readiness, and activation status for various properties.

• Mitigate onboarding delays through regular follow-ups and effective communication with customers.

• Ensure successful activation of chargers upon installation, confirming that systems are operational and ready for use.

• Gather recent utility bills from property managers to facilitate onboarding setup.

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

• Coordinate the entry of pricing into the Orange dashboard for customer validation.

• Provide support for markup suggestions based on local market rates for charging.

• Guarantee pricing accuracy to safeguard revenue-sharing models and maintain customer satisfaction.

• Assist in minimizing backlog for properties pending bill collection and setup.

• Identify the correct accounting contact and ensure secure account establishment is completed.

• Follow up on any incomplete banking setup across active properties.

• Facilitate recurring billing processes, reimbursements, and property statement management.

• Aid in enhancing billing accuracy and reducing operational friction across accounts.

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

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

• Support customer success operations throughout the onboarding phase and ongoing post-installation assistance.

• Uphold strong response times and service expectations for customer accounts.

• Assist with common recurring support requests while gaining insights into broader customer success workflows.

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

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

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

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

• Contribute to the evolution of onboarding and post-sales processes as the business grows.

⛳️ Requirements

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

• Proven experience managing clients post-complex sale with onboarding-focused workflows requiring diligent follow-up and operational responsibility.

• Familiarity with creating workflows, templates, and operational tracking systems to enhance execution and accountability.

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

• Highly organized with outstanding attention to detail.

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

• Capable of working independently and thriving in fast-paced startup environments with shifting priorities.

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

• PREFERRED REQUIREMENTS:

• Experience in electric vehicle infrastructure, utilities, property management, construction coordination, or operational environments with heavy implementation.

• Experience supporting recurring billing models or B2B account operations.

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

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

🏝️ Benefits

• Work From Home

• Training & Development