Customer Success Associate

Granular Energy; United States; Remote; USD 85,000 - 110,000; Full time

Benefits offered by this job

Remote-first

Three all-hands gatherings a year

30 days holiday + public holidays

Health and wellness subsidies

Equity options (BSPCE/EMI)

Job summary

Granular Energy is seeking a customer success professional to manage a portfolio of existing European energy clients, ensuring smooth onboarding, answering platform questions, and coordinating with product and sales. You will handle renewal and upsell opportunities, contribute to knowledge resources, and help drive product adoption across accounts.

This remote-friendly role requires 2–4 years in a B2B customer-facing role, fluent English, and a passion for energy markets.

Qualifications

• 2 to 4 years in a B2B or enterprise customer-facing role such as customer success, account management, sales or consulting.
• Experience in the energy sector or utilities, energy suppliers or related services is a plus.
• Strong communication skills and the ability to handle difficult conversations.
• Analytical mindset with comfort using data in Excel (pivot tables, XLOOKUP) or similar tools.
• Highly organized with strong prioritization and follow-through across multiple timelines.
• Fluent English; additional European languages are a bonus.

Responsibilities

• Act as primary contact for your accounts, handling day-to-day requests and first-level platform support.
• Contribute to knowledge base articles, FAQs and onboarding guides; provide product training.
• Keep account records and health metrics up to date in HubSpot and Notion; flag risks early.
• Prepare quarterly business reviews to demonstrate value delivered by the platform.
• Coordinate with Technical Solutions, Product and Sales; relay customer feedback for roadmap.
• Support renewals and identify upsell opportunities with the Commercial team.

Skills

Customer success

Account management

Data analysis

Excel

Tools

HubSpot

Notion

Job description

Описание

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.

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.

Задачи

• 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.

Требования

• 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.

Условия

• 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