Customer Success Representative

About Jetson:

Jetson is on a mission to accelerate the transition of 100M homes across North America away from burning fossil fuels to sustainable energy use. Here at Jetson, we believe in a future that is 100% electric and 100% better.

Homes are one of the largest sources of carbon emissions, which can be dramatically reduced by converting to heat pumps, however, adoption lags due to high cost and friction in the retrofit process today. Solving one layer of the value chain won't move the needle on adoption. Mass adoption will come when it becomes a no-brainer for homeowners to transition. That is why Jetson is building the first fully vertically integrated home electrification company. Jetson will make it simple, transparent and affordable for everyone to get a heat pump.

The Opportunity:

As a Customer Success Representative, you'll guide homeowners through every step of their journey from the moment they sign on with Jetson to the day their system is installed. You'll be their trusted point of contact — ensuring paperwork, approvals, and installations are seamless and stress-free.

You'll collaborate with internal teams to keep projects moving efficiently, proactively manage customer expectations and deliverables, making sure every homeowner feels supported and excited about their electrification journey. This is a highly proactive role where previous experience in customer service is not suitable.

What You Will Do:

• Guide customers through all pre-installation steps to ensure they are install-ready, including:
• Coordinating Home Energy Assessments (HEAs) (with partners)
• Ensuring energy efficiency upgrades are completed (with partners)
• Supporting income-based rebate and loan application submissions
• Helping homeowners obtain strata or HOA approvals when needed, including reviewing electrical reports and educating strata councils on electrical loads
• Manage scheduling for walk-throughs and installations.
• Take a proactive and persistent approach, leveraging video conference sessions (Google Meet), phone, text/SMS, and email.
• Handle requotes as needed, collaborating with field operations managers and sales.
• Proactively follow up with homeowners in the 30 days leading up to installation to ensure all requirements are met.
• Serve as the primary point of contact for homeowners after a sale closes with a deposit.
• Maintain clear communication with internal teams (Sales, Operations, and Installers) and accuracy across all customer files, to keep projects on track.
• Track key customer milestones and report progress within Jetson's CRM system.

What You Bring:

• A results-driven, sales-minded approach and take pride in moving customers efficiently through a process.
• Excellent communicator in English — friendly, confident, and empathetic — whether on the phone, email, or video calls.
• You are organized, thrive in a fast-paced environment, and love keeping multiple projects moving smoothly.
• Passion for clean energy, sustainability, and helping people make the switch to electrified homes.
• 1–3 years of experience in Customer Success, Account Management, Sales, or a related field that is not customer service.
• Experience working in a CRM system (e.g., HubSpot, Salesforce)
• Comfort working in a startup or growth-stage environment.
• Bonus: Experience in home improvement, clean energy, or electrification industries.

Job Type: Full-time

Pay: $60,000 - $75,000 per annum OTE

Benefits:

Dental Care

Extended Health Care

Vision Care

Life Insurance

Disability Insurance

Education Support

Work Location: In-office, North Vancouver.

Job Type: Full-time

Pay: $60,000.00-$70,000.00 per year

Benefits:

• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision care

Work Location: In person