Commercial Customer Success Manager - Community Solar

Nexamp•Boston, MA

6d•$75,000 - $90,000•Hybrid

About The Position

Nexamp is looking to hire a Commercial Customer Success Manager (titled Account Manager internally) to join the Customer Experience team. This role plays a pivotal part in managing and growing relationships with Nexamp's business customers. The position involves educating customers on community solar, guiding them through program options and value-added propositions, and managing assigned accounts. Key responsibilities include resolving billing, credit, and service issues, de-escalating conflicts to maintain high customer satisfaction, and representing the voice of the customer across various internal teams. The role also involves actively supporting collections processes as needed. This is a hybrid position based out of the Boston or Chicago offices, reporting to the Director, Customer Experience & Retention.

Requirements

3+ years of experience in account management, client success, or customer service.
Demonstrated ability to build and maintain strong relationships with business customers, communicate effectively, and manage complex issues.
Strong analytical and project management skills, with the ability to manage multiple accounts, prioritize competing tasks, maintain attention to detail, and meet deadlines in a fast-paced environment.
Experience in strategic outreach, stakeholder engagement, and negotiation.
Working knowledge of billing processes, financial principles, and solar credits, rebates, and incentives.
Proficiency using multiple software systems for account management, including Salesforce CRM.
Commitment to Nexamp's mission and have a passion for solving tomorrow's climate crisis today.
Demonstrated experience in effectively communicating information, ideas, and perspectives with people inside and beyond your organization.
Experience in showcasing initiative to make improvements to current work, processes, products, and services across the organization.
Ability to ask appropriate questions, analyze data, identify the root causes of problems, and present creative solutions.
Expertise in building strong internal and external relationships with customers and stakeholders, instilling trust and loyalty across the industry.
Eagerness to develop a fundamental understanding of how Nexamp operates and then apply that knowledge effectively to inform business decisions.

Nice To Haves

Experience within the solar or renewable energy sector is a plus.

Responsibilities

Manage a portfolio of business customers, building trusted relationships, providing proactive outreach and periodic business reviews.
Serve as a primary point of contact for account status, savings, billing, and program performance.
Lead the resolution of complex customer issues related to billing, payments, crediting, utility impacts, invoice discrepancies, back billing, delayed billing cycles, and escalations by partnering across Revenue Operations, Billing, Treasury Operations, Accounting, Asset Management, Product, and Energy Sales.
Own collections efforts for managed accounts by escalating aged balances and payment issues with customers, brokers, and internal Energy Sales partners, while resolving remittance, payment application, and other account-specific issues.
Guide commercial customers through billing-model and account transitions, including UCB/net crediting adoption, account changes, one-time credit transfers, and other customer-specific solutions that improve payment experience and reduce friction.
Own Direct ACH setup for eligible commercial customers by confirming fit, coordinating VRN assignment and customer communications, sending required bank documentation, tracking setup progress, and confirming first payment receipt.
Maintain accurate customer, opportunity, and account-management records across Salesforce, Zuora, and related tools; use reporting, dashboards, and spreadsheets to analyze account activity, explain customer impacts, and generate actionable insights for internal stakeholders and customers.
Own account-management enablement for account-managed and anchor customers by providing clear case guidance, improving SOPs and templates, and helping shape scalable account-management processes, handoffs, and customer communications.