Customer Success Associate

Job description

## Mission & vision Granular Energy is a fast-growing climate tech company building the infrastructure for a carbon-free grid. We provide a SaaS platform that helps utilities, energy suppliers and corporates manage energy attribute certificate portfolios. We support digitalisation and automation of all certificate flows, and support the development and management of hourly tariffs, matching clean energy generation with consumption, hour by hour, at scale. You can read more about 24/7 carbon-free energy in this article. Founded in 2021, we now have about 30 people and clients across Europe, the US and APAC. Our team is primarily based in Western Europe. This role sits at the heart of our commercial engine: you will grow the accounts that are already using our services, and help them go further. ## Remote-first This role is 100% remote. We hire people living in mainland Western and Central-West Europe (e.g. France, Germany, the Netherlands, Belgium, northern Spain or mainland UK) who can reach Paris, Brussels, Amsterdam or London by train within 8 hours. ## The mission of this role You will be the day-to-day contact for a portfolio of existing customers, including some of Europe's leading energy suppliers and utilities. Your core focus is keeping accounts running smoothly: answering questions, providing level 1 support on platform, data and API issues, and escalating to Technical Solutions or the Customer Success Manager where needed. You will also onboard new customers, drive adoption, and support renewals and upsell alongside senior commercial colleagues. ## Responsibilities - Act as primary contact for your accounts, handling day-to-day requests and first-level support on platform usage, data and API questions - Contribute to Knowledge Base articles, FAQs and onboarding guides, product training - Keep account records and health up to date in HubSpot and Notion, flagging risks early - Prepare QBRs that show the value customers get from the platform - Coordinate with Technical Solutions, Product and Sales, and bring the customer's voice into roadmap discussions - Support renewals and spot upsell opportunities with the Commercial team Success is measured on retention (GRR, renewal rate, churn), growth (NRR, account growth, CLV) and product adoption. ## Essential experience, skills and knowledge - 2 to 4 years' experience in a B2B or enterprise customer-facing role, such as customer success, account management, sales or consulting - Energy sector experience, for example at a utility, energy supplier, trading house, energy consultancy or energy software company. You should be comfortable with how energy suppliers work. - Strong communication skills and the empathy to navigate difficult conversations - An analytical mindset and comfort with data analysis in Excel (XLOOKUP, pivot tables) or similar - Highly organised, with good prioritisation and follow-through across multiple timelines and stakeholders - Fluent English Bonus: knowledge of EAC markets, knowledge of ETRM software, other European languages. ## What's in it for you - Transparent salaries based on seniority and location, plus a commercial variable component - Remote-first: work from home, our London office or a local co-working space - Three all-hands gatherings a year (recently Rotterdam, Lille) - Minimum 30 days' holiday plus public holidays, and a paid volunteering day - Physical and mental health support: gym subsidies and therapy via Spill - Equity in a fast-growing company (BSPCE/EMI) - The chance to shape how an early-stage climate product grows within Europe's leading utilities ## Diversity, equity and inclusion Granular Energy is dedicated to fostering diversity and nurturing talent. If you don't meet every requirement above but believe you have the qualities we're looking for, we encourage you to apply. We value diverse perspectives and are committed to building an inclusive team. People of colour, people with disabilities, veterans, women, and lesbian, gay, bisexual and transgender people are encouraged to apply. All applicants will be considered without regard to race, colour, national origin, religion, sexual orientation, sex, marital or parental status, disability, gender identity or expression, age, or any other basis prohibited by law. ## Our recruitment process 1. 30-minute screening call with our People team 2. 45-minute interview with our Commercial team 3. 90-minutes case study covering an account review and a renewal or upsell scenario, with our Commercial team 4. Discussion with a member of the exec team