Customer Success Manager

Hi, we are ecobee.

ecobee introduced the world’s first smart Wi-Fi thermostat to help millions of consumers save money, conserve energy, and bring home automation into their lives. That was just the beginning. We continue our pursuit to create technology that brings peace of mind into the home and allows people to focus on the moments that matter most. We take pride in making a meaningful difference to the environment, all while being part of the exciting, connected home revolution.

In 2021, ecobee became a subsidiary of Generac Power Systems. Generac introduced the first affordable backup generator and later created the category of automatic home standby generator. The company is committed to sustainable, cleaner energy products poised to revolutionize the 21st century electrical grid. Together, we take pride in making a meaningful difference to the environment.

Why we love to do what we do:

We’re helping build the world of tomorrow with solutions that improve everyday life while making a positive impact on the planet. Our products and services work in harmony to provide comfort, efficiency, and peace of mind for millions of homes and businesses. While we’re proud of what we’ve done so far, there’s still a lot we can do-and you can be part of it.

Join our extraordinary team.

We're a rapidly growing global tech company headquartered in Canada, in the heart of downtown Toronto, with an office in Leeds, UK, and remote ecopeeps in the US. We get to work with some of North America and UK's leading professionals. Our colleagues are proud to bring their authentic selves to work, confident that what we do is grounded in a greater purpose. We’re always looking for curious, talented, and passionate people to join our team.

We are looking for a Customer Success Manager to join our energy team who believes in a cleaner energy future and wants to play a role in advancing that vision. You will work with a passionate group of Energy professionals that serve the largest Utilities in North America. Our current team is responsible for the ongoing account management of current and future clients, primarily focused on the North American Utility sector.

What makes a great Customer Success Manager is the desire to do all the little extras to support our clients while delivering fantastic customer experiences to our users.

This role is open to both hybrid and remote candidates. Hybrid team members work from our Toronto office on Wednesdays and Thursdays to support collaboration, while remote team members will collaborate virtually with colleagues across locations.

How you will make an impact

• Strengthen partner relationships. Own day-to-day relationships for a portfolio of utility and energy partners, building confidence through proactive communication, sound judgment, and dependable follow-through.
• Turn partner goals into successful programs. Coordinate program implementation, launch, and ongoing delivery across Product, Sales, Operations, Finance, and other teams so priorities, decisions, risks, and next steps remain clear.
• Represent the voice of the partner. Bring partner feedback, operational realities, and emerging needs into internal discussions, helping product teams identify gaps, opportunities, and roadmap considerations.
• Create clarity when the work is complex. Bring structure to competing priorities, resolve ambiguity, escalate thoughtfully, and keep stakeholders aligned on the work that matters most.
• Improve the partner and customer experience. Identify friction, anticipate needs, and champion practical improvements that make programs easier to operate and more valuable for partners and participating customers.
• Assist our many Energy partners who bring ecobee devices to market. Support partners with setting up and navigating eco+/API integration, troubleshooting, customer support inquiries and product orders/returns.
• Support growth and long-term value. Recognize opportunities to deepen partnerships, expand program impact, and strengthen the business value created through our energy relationships.
• Represent ecobee with credibility. Bring our values of planet positivity, innovation, and integrity to partner conversations, industry events, and cross-functional collaboration.

What you will bring to the Table

• 3+ years of experience in customer success, account management, program management, project management, sales support, or a related partner-facing role.
• General understanding/context of regulatory side utilities, solid understanding of Demand Response, Energy Efficiency and Utility Energy Markets.
• Experience building trusted relationships with customers or partners and coordinating work across multiple internal teams.
• Strong project management and organizational skills, including the ability to manage details, priorities, risks, and deadlines across several programs.
• The ability to think strategically while staying close to day-to-day execution and partner needs.
• Clear, confident written and verbal communication, including the ability to translate complex issues for different audiences.
• Comfort working in a dynamic environment, taking ownership, and moving work forward when the path is not fully defined.
• A collaborative and practical approach to problem-solving, with strong judgment about when to act, align, or escalate.

Experience that would be an asset

• Experience in the energy, utility, clean technology, connected home, or demand-side management sectors.
• Experience supporting utility programs, including energy efficiency, demand response, or customer engagement initiatives.
• Experience with CRM or business systems such as Salesforce or NetSuite.
• Familiarity with technology-enabled programs that involve product, operational, data, and customer experience considerations.

Just so you know: The hired candidate will be required to complete a background check.

Canada Applications:

Generac is committed to fair and equitable compensation practices. The salary range for this role based in Toronto, ON is $65,000 - $80,000 CAD + commission. This compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, certifications and geographic location. This role is eligible for variable compensation including short term and long-term incentives.

This position includes a comprehensive benefit package that includes medical, dental and vision plans; life, long-term disability, flexible spending and health savings accounts, accrued paid time off, paid Holidays (10 for Ontario, 11 for British Columbia) and RRSP retirement benefits.

The Company is committed to improving accessibility for Canadian with disabilities and to ensuring that all our employees and applicants have the support and the tools they need to succeed. We have developed policies relating to human rights, accessibility, and accommodation, and provide all our employees with training on accessibility including under provincial legislation such as the Accessibility for Ontarians with Disabilities Act, 2005, either during orientation and/or on an ongoing basis. If you feel you need accommodation in relation to a disability in the application process or in the future, or have a question or concern about our policies, please reach out to [email protected]

US Applications:

Generac is committed to fair and equitable compensation practices. The salary range for this role is $65,000 - $85,000 USD + commission This compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, certifications and geographic location. This role is eligible for variable compensation including short term and long-term incentives.

This position includes a comprehensive benefit package that includes medical, dental and vision plans; life, long-term disability, flexible spending and health savings accounts, accrued paid time off, 8 paid Holidays and 401(k) retirement benefits.

#LI-KS1

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”