Commercial Customer Success Manager (Community Solar)

• 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 report to the Director, Customer Experience & Retention
• 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

Benefits

• Health benefits starting day one
• Company sponsored service days
• Company contributed HSA account
• Parental leave
• 401k company match
• Educational assistance
• Flexible hybrid work arrangements
• Cell phone reimbursement
• Flexible time off
• Commuter/transit benefits

• Demonstrated experience in effectively communicating information, ideas, and perspectives with people inside and beyond your organization
• Working knowledge of billing processes, financial principles, and solar credits, rebates, and incentives
• 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
• 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
• Commitment to Nexamp’s mission and have a passion for solving tomorrow’s climate crisis today
• Eagerness to develop a fundamental understanding of how Nexamp operates and then apply that knowledge effectively to inform business decisions
• Experience within the solar or renewable energy sector is a plus
• Demonstrated ability to build and maintain strong relationships with business customers, communicate effectively, and manage complex issues
• Experience in showcasing initiative to make improvements to current work, processes, products, and services across the organization. We value accountability and an ownership mentality
• Proficiency using multiple software systems for account management, including Salesforce CRM
• 3+ years of experience in account management, client success, or customer service
• If you don’t meet 100% of the above qualifications, but see yourself contributing, please apply