Customer Success Representative

About Jetson

Jetson aims to facilitate the shift of 100 million homes in North America from fossil fuels to sustainable electric energy. They envision a future that is fully electric and environmentally beneficial. Recognizing that residential homes are major contributors to carbon emissions and that adoption of clean technologies like heat pumps is slow due to cost and complexity, Jetson has established itself as the first fully vertically integrated home electrification company, simplifying and reducing the expenses of clean energy transition. The company leverages technology, automation, and data to maximize this impact, valuing individuals skilled at their craft, curious about new tools including AI, and motivated to improve work processes continuously.

The Opportunity

The Customer Success Representative role focuses on guiding homeowners through each phase from signing with Jetson to system installation. As a trusted liaison, the representative ensures smooth navigation through paperwork, approvals, and installation procedures. Coordination with internal teams keeps projects progressing efficiently while proactively managing customer expectations and deliverables to assure homeowners feel supported and enthusiastic about their transition to electrification.

Key Responsibilities

• Support customers through all pre-installation steps to guarantee readiness for installation.
• Coordinate scheduling for walkthroughs and installation appointments.
• Utilize proactive and persistent outreach via video conferencing (Google Meet), phone calls, texts, and emails.
• Handle re-quotations by working with field service managers and sales teams.
• Conduct follow-ups with homeowners during the 30 days before installation to confirm all prerequisites are fulfilled.
• Act as the main point of contact for customers once the sale and deposit are completed.
• Maintain open and accurate communication with Sales, Operations, and Installer teams to sustain project momentum.
• Track and report customer progress milestones using Jetson's CRM system.

Qualifications and Experience

• 1 to 3 years' experience in Customer Success, Account Management, Sales, or similar roles.
• Excellent verbal and written communication abilities.
• Familiarity with CRM platforms like HubSpot or Salesforce.
• Experience working in startup or growth-stage environments is preferred.

Compensation and Benefits

This full-time, permanent position offers an on-target earnings of $75,000 annually. Jetson covers premiums for dental, vision, and life insurance. Additional benefits include extended health care, disability insurance, education support, and parental leave top-up.

Work Location

This role is based onsite in North Vancouver, British Columbia.

Additional Information

Candidates who may not meet every qualification listed but possess the core skills and willingness to learn are encouraged to apply. Jetson is an equal opportunity employer committed to inclusive hiring practices in both the U.S. and Canada, providing accommodation throughout recruitment for applicants needing it.