Customer Success Associate

Granular Energy; Greater London; Remote; GBP 34,000 - 46,000; Full time

Benefits offered by this job

Remote-first

London office access

All-hands gatherings

30 days holiday

Health support

Equity options

Job summary

Granular Energy is a remote-first climate tech company building the infrastructure for a carbon-free grid. You will manage a portfolio of European customers, providing day-to-day support, onboarding, adoption and renewal activities while coordinating with product and sales teams to capture customer feedback and drive value.

Thisrole is 100% remote across Western Europe; compensation range is €40K–€55K with equity options and remote-friendly benefits.

Qualifications

• 2 to 4 years' experience in a B2B or enterprise customer-facing role.
• Energy sector experience with utilities, energy suppliers or related firms.
• Strong communication skills and empathy for difficult conversations.
• Analytical mindset; comfortable with Excel data analysis (XLOOKUP, pivots).
• Highly organised with strong prioritisation across timelines.
• Fluent English.

Responsibilities

• Act as primary contact for accounts, handling day-to-day requests and first-level support.
• Onboard new customers, drive adoption, and support renewals and upsell.
• Contribute to knowledge base articles, FAQs and onboarding guides.
• Keep account records in HubSpot and Notion, flag risks early.
• Prepare QBRs showing value delivered by the platform.
• Coordinate with Technical Solutions, Product and Sales; bring customer voice to roadmaps.

Skills

Customer-facing experience

Energy sector knowledge

Strong communication

Data analysis in Excel

Organised / prioritisation

Fluent English

Tools

HubSpot

Notion

Job description

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.

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.

• 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

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

• 30-minute screening call with our People team
• 45-minute interview with our Commercial team
• 90-min case study covering an account review and a renewal or upsell scenario, with our Commercial team
• Discussion with a member of the exec team

Compensation Range: €40K - €55K