Role Overview
The Customer Success Associate plays a key role in ensuring clients gain maximum value from Cense Power’s renewable energy products. This is a relationship-driven role focused on onboarding, training, ongoing support, and customer retention. The associate will act as the primary liaison between clients and internal teams, ensuring smooth handover after sales and installation, proactive system monitoring, and long-term satisfaction that drives referrals, renewals, and upsell opportunities.
Key Responsibilities
Onboarding & Training
- Guide new customers through installation and activation issues.
- Provide training on system use, performance monitoring, and maintenance basics.
- Ensure customers feel confident in managing their energy systems.
Customer Support & Issue Resolution
- Serve as the first point of contact for customer inquiries (technical, billing, usage).
- Log and resolve issues promptly in collaboration with technical and installation teams.
- Escalate recurring or complex challenges to senior support/engineering.
Customer Engagement & Relationship Building
- Maintain regular touchpoints with clients to build trust and loyalty.
- Track client satisfaction through structured surveys and health checks.
- Act as the customer advocate within Cense, ensuring client needs are represented in product and service improvements.
Performance Monitoring & Optimization
- Proactively track deployed system performance through available tools and client feedback.
- Advise customers on energy usage optimization and potential add-ons.
Growth, Retention & Feedback
- Identify upselling and cross-selling opportunities (e.g., batteries, irrigation systems etc).
- Drive referral initiatives with satisfied customers.
- Collect, analyze, and share customer insights to help improve offerings and service delivery.
Key Skills & Competencies
- Strong problem-solving and customer-first mindset.
- Ability to explain technical concepts simply and empathetically.
- Relationship management skills with a focus on retention and loyalty.
- Familiarity with renewable energy products (solar, batteries, inverters) preferred.
- Proficiency with CRM and customer support tools.
- Passion for sustainability and clean energy.
- Experience with a Solar energy company is an added advantage.
Role Expectations
- Achieve >90% customer satisfaction scores (CSAT/NPS).
- Ensure 100% of customers are properly onboarded and trained within agreed timelines.
- Maintain timely resolution of customer inquiries (first-response and resolution time targets).
- Drive measurable upsell/referral conversions from existing customers.
- Support reduction of churn/contract cancellations by 15% annually.
Why Join Cense Power?
- Be part of a pioneering clean energy brand shaping Africa’s energy future.
- Work on impactful projects that transform communities and empower lives.
- Gain exposure to government, international donors, and private sector partnerships.
- Grow within a fast-scaling startup environment with leadership opportunities.
Our Vision
A future where clean energy is accessible to all, driven by innovative energy storage technologies that inspire progress and uplift humanity.
Our Mission
To create and deliver cutting-edge solar storage solutions that empowers individuals, homes, businesses and communities to achieve energy independence while reducing their environmental impact.
