Customer Success Leader – Energy Management

About Unico Power

Unico Power Corporation is a Canadian-owned clean technology company specializing in Energy Management Systems (EMS) and intelligent EV charging infrastructure and for multi-unit residential, townhome, and commercial properties. Operating since 2017, we manage EV charging programs across more than 200 buildings in British Columbia, Alberta, and Ontario — and we're growing.

We are a lean, high-performance team that moves fast, solves hard problems, and takes deep pride in the quality of our customer relationships. We are seeking an experienced Customer Success Leader to supervise and coordinate our customer operations function in British Columbia — a senior role responsible for the performance, reliability, and long-term success of our customer base in the province.

Responsibilities

• Supervise and coordinate the work of customer operations staff, assigning tasks, establishing schedules, and reviewing work quality. This includes staff selection and performance management
• Manage and maintain relationships with property managers, strata councils, real estate developers, electrical contractors, and EV charging end-users across the BC portfolio
• Resolve customer escalations and coordinate resolution of technical and operational issues related to EV charging infrastructure and energy management systems
• Oversee the full lifecycle of customer programs — from project onboarding and system activation through ongoing operations, maintenance coordination, and account management
• Identify training needs and provide guidance and coaching to operational staff
• Establish and enforce operational workflows, escalation protocols, and service standards to ensure consistent, high-quality customer experience
• Serve as the primary technical liaison between customers and internal engineering, software, and field operations teams — translating complex EV charging and energy management issues into clear customer communications
• Monitor operational performance, identify recurring issues, and recommend process improvements
• Administer customer accounts, service agreements, billing coordination, and operational documentation using CRM platforms
• Coordinate activities with other departments including sales, product, and technical teams, to improve customer experience and operational efficiency
• Prepare operational reports and performance summaries for management review
• Represent Unico Power professionally in customer meetings, site visits, and strata or developer presentations

Requirements

All requirements are mandatory. Applications that do not meet all of the following criteria will not be considered.

• Bachelor's degree in Engineering — required
• Minimum 12 years of total professional experience — required
• Minimum 5 years of experience in customer success, customer operations, technical account management, or a directly related client-facing role in a technical industry — required
• Minimum 2 years of experience supervising or leading a team of at least 4 direct reports, including responsibility for scheduling, performance feedback, and day-to-day coordination — required
• Experience working in a start-up or scale-up environment — required; candidates with only large enterprise backgrounds will not meet this requirement
• Demonstrated knowledge of electrical power management, power control systems, or electrical infrastructure — required; this role requires the ability to understand and communicate technical concepts related to electrical demand, load management, and EV charging systems
• Proficiency with HubSpot CRM for account management, pipeline tracking, and customer communications — required
• Experience coordinating technical operations involving hardware/software systems, connected infrastructure, clean technology, or EV charging — required
• Strong organizational skills with the ability to manage multiple high-priority operational streams simultaneously in a fast-paced environment
• Exceptional written and verbal communication skills in English

Language

English