Commercial Customer Success Manager - Community Solar

Commercial Customer Success Manager - Community Solar

Boston, MA

Do you want to be a part of the clean energy movement? Are you passionate about improving our environment for this generation and those to follow? Are you ready to take on new challenges and collaborate with a future-focused team leading the way into new markets? Join Nexamp!

This is where you can learn from industry leaders and become one yourself. It's fast-paced, mission-based work that challenges the status quo. Be on the team that's changing the world.

Nexamp is looking to hire a Commercial Customer Success Manager (titled Account Manager internally) to join the Customer Experience team! You will play a pivotal role in managing and growing relationships with Nexamp's business customers, educating them on community solar and guiding them through program options and value-added propositions. You'll manage assigned accounts, resolve billing, credit, and service issues, and effectively de-escalate and resolve conflicts to maintain high customer satisfaction. You'll represent the voice of the customer across cross-functional teams, including actively supporting the collections team and processes as needed.

You will be hybrid out of our Boston or Chicago offices. You will report to the Director, Customer Experience & Retention.

What You'll Do

• 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.

What You'll Bring

• 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.
• Experience within the solar or renewable energy sector is a plus.
• 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. We value accountability and an ownership mentality.
• 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.

If you don't meet 100% of the above qualifications, but see yourself contributing, please apply.

At Nexamp, our mission is to build the future of energy so it is clean, simple, and accessible for all. We are committed to providing a work environment free from discrimination. We are proud to be an equal opportunity employer. We do not discriminate against applicants on the basis of race, ethnicity, religion, sex, gender, sexual orientation, gender identity, disability status, veteran status, or any other basis protected by law. By encouraging a culture where ideas and decisions come from all people, we believe it will help us grow, innovate, and be a part of environmental and social change.

You'll love working here because: Not only will you get to take part in meaningful work and have the chance to change the world alongside innovative, dedicated, and motivated peers, but you will also have access to all the benefits that Nexamp offers! This includes our competitive compensation package; a 401(k) employer-match; health, dental, and vision insurance starting day one; flexible paid time off and holiday PTO; commuter benefits, and cell phone reimbursement. We have headquarters in Boston, MA and Chicago, IL, in addition to growing offices nationwide. We provide healthy snacks, coffee, service days and other volunteer opportunities, company outings, and more!

Compensation The reasonably estimated salary for this role at Nexamp ranges from $75,000 - $90,000. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual bonus programs based on individual and company performance, non-annual sales incentive plans, or other non-annual incentive plans). Additionally, you may be eligible to participate in the Company's stock option plan. Actual base salary may vary based upon, but is not limited to, skills and qualifications, internal equity, performance, and geographic location.