CUSTOMER SUCCESS AGENT

ABOUT US

We are a leading EV charging infrastructure company partnering with large commercial real estate portfolios to deploy and manage electric vehicle charging networks across their properties. We are on a mission to accelerate the transition to sustainable transportation by making EV charging seamlessly accessible at scale.

ABOUT THE ROLE

We are looking for a Customer Success Agent to support the post-sale customer relationship and ensure every EVPassport customer experiences a smooth, high-quality deployment and ongoing partnership. This role sits at the intersection of customer service and account management.

 

You will support the full customer lifecycle from sales handoff through activation and beyond, serving as the primary point of contact for our customers and ensuring their EV charging programs run seamlessly.

Schedule

Full 40 hour work week. EST hours 8am - 5pm. Mon - Fri

 

WHAT YOU'LL DO

Customer Onboarding & Activation

• Support the account after the transition from sales and deliver a strong first impression
• Set up and maintain customers, customer contracts, and customer data in Zoho CRM
• Join kickoff calls with large portfolio customers to align on goals, timelines, and expectations
• Conduct dashboard training sessions to demonstrate tools to customers that can increase charger utilization

Ongoing Account Management

• Serve as the primary point of contact for customer service inquiries — responding promptly and either resolving directly or routing to the appropriate internal team
• Coordinate QBR calls with portfolio customers to review charger performance on their properties, flag their concerns, and flag expansion opportunities to the sales team

Technical Support & Problem Solving

• Troubleshoot configuration issues and revenue discrepancies, coordinating with accounting and operations to bring a resolution
• Act as the customer's internal advocate — surfacing recurring issues and working cross-functionally to resolve them at the root and bring in a solution

WHAT WE'RE LOOKING FOR

• 2+ years of experience in customer success, account management, customer service, or a customer-facing role preferably in a B2B SaaS or real estate environment
• Strong organizational skills with the ability to manage multiple accounts and competing priorities simultaneously
• Excellent written and verbal communication skills — clear, professional, and responsive
• A customer-first mindset with a genuine commitment to delivering a great experience at every touchpoint
• Independent self-starter who can manage their own book of business without heavy oversight
• Strong problem-solving skills with the ability to troubleshoot issues and drive them to resolution

 

NICE TO HAVE

• Experience with Zoho, bill.com and NetSuite is a plus
• Familiarity with EV charging, real estate, or energy infrastructure is a plus