U.S.-based EV infrastructure company seeking a Customer Success Manager to support Enterprise Post-Sales Onboarding
Location: Remote
Time-Zone: U.S. Central Time (CST)
Terms: Full-time, Independent contractor
Compensation: $6/hr, negotiable based on experience
ABOUT THE ROLE:
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.
With hundreds of properties in various onboarding stages, the team manages detailed operational processes such as energy bill collection, reimbursement setup, dashboard access, and ongoing customer follow-ups. These essential steps ensure customers move efficiently toward activation and long-term success.
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.
ABOUT YOU:
- You thrive in fast-moving startup environments where processes are still being built.
- You take ownership, solve problems independently, and create structure where needed.
- You are strong at follow-up and keep customers and internal teams moving forward.
- You balance customer-facing relationship management with operational execution.
- You enjoy improving systems, workflows, and processes to help the business scale.
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-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.
Requirements
- 4+ years of experience in Customer Success, Account Management, Client Services, Implementation, Operations, or Post-Sales roles supporting U.S.-based customers.
- Experience working in startup or high-growth environments with evolving processes and limited structure.
- Strong experience managing onboarding, implementation, activation, or operational workflows requiring consistent follow-up and coordination.
- Proven ability to own customer relationships and drive projects to completion with minimal supervision.
- Experience creating or improving workflows, SOPs, templates, or operational processes.
- Excellent written and verbal English communication skills (C2 preferred).
- Highly organized with exceptional attention to detail.
- Familiarity with tools such as HubSpot, Google Sheets, Slack, Bill.com, and internal dashboards.
- Bachelor's Degree or equivalent professional experience.
PREFERRED REQUIREMENTS:
- Experience working directly with founders or lean startup teams.
- Experience in EV infrastructure, utilities, property management, construction coordination, SaaS, or implementation-heavy environments.
- Experience supporting recurring billing models or B2B account operations.
- Experience balancing customer-facing account management with hands-on operational execution.
- Experience building scalable processes in growing organizations.
Benefits
- Work From Home
- Training & Development
