At tem, we’re rebuilding energy from the ground up—starting with total transparency in how power is bought and sold. Now, we’re looking for a Customer Success Manager to help us grow and serve our generator community with empathy, strategy, and operational excellence.
You’ll be working closely with our Customer Success Lead and CMO, with the chance to shape how we deliver value to one of the most important parts of our ecosystem: our generators.
Why this role matters
Our generator community powers everything we do. Your work ensures they feel valued, understood, and set up for success. In this role, you’ll define the experience of being a supplier on tem—and help us become the trusted engine powering the world’s energy transactions.
Your initial focus will be getting quickly up to speed with our current generator customers today, visiting our key strategic customers, working out their biggest gaps in the customer journey with a plan to solve them, and creating a framework to take us into 2026 growth.
Responsibilities
- Be the primary point of contact and trusted advisor for our generator customers.
- Build strong, proactive relationships with our UK generators —solving blockers, unlocking opportunities, and driving long-term value.
- Identify gaps across the customer journey and design scalable, high-impact improvements.
- Collaborate across Product, Ops, Sales, and Marketing to turn feedback and insight into action—fast.
- Take the core customer success playbook and adapt for the generator customer; this includes strategic customer mapping, design and run playbooks, and optimise adoption and advocacy.
- Travel to visit key accounts in field and deeply understand the pulse of the community.
- Help define and measure what great customer experience looks like at tem—today and into 2026.
Requirements
Must-haves
- Proven experience in customer success in fast-moving B2B environments; you’re building and improving not caretaking.
- Strong operational mindset with the ability to move seamlessly between strategic thinking and hands‑on execution.
- A deep understanding of what exceptional customer experience looks like, and a track record of delivering it consistently.
- Fluency in CRM tools (e.g. HubSpot) and the ability to translate customer and performance data into clear actions.
- Excellent communication and listening skills, with the ability to turn customer conversations into meaningful insight.
- A genuine enthusiasm for people, relationships, and creating greater transparency and trust in the energy sector.
Nice-to-haves
- Experience working with B2B supply‑side customers, particularly in energy or marketplace businesses.
- Exposure to early‑stage or high‑growth tech startups.
- A strong desire to challenge the status quo and change how things work, not just how they’re supported.
Success Measures
- Achieve and maintain a customer satisfaction (NPS) score of 80+ across the generator community, placing us in the top tier for B2B customer experience.
- Embed a clear customer success playbook that enables seamless hand‑offs to Commercial, Operations, and Product, with defined escalation paths, service levels, and minimal manual overlap.
- Ensure every generator account has a documented and actively maintained account plan, with ongoing monitoring for volume, performance, or revenue risk and clear mitigation actions in place.
Benefits & Perks
- Salary aligned to internal benchmarks and reviewed twice a year.
- Stock options so everyone has ownership in our mission.
- 25 days holiday plus public holidays. Swap public holidays for the ones that matter most to you, and enjoy your birthday off.
- Remote first and flexible working, with clear core hours and no internal meetings on Friday afternoons.
Home working and wellbeing budgets:
- Up to £1,200 or €1,200 per year for your remote setup.
- Up to £150 or €150 per month for wellbeing.
We welcome applications from people of all backgrounds, experiences, and identities, including those that are traditionally underrepresented in the tech and energy sectors. If you’re excited about this role but not sure you meet every requirement, we’d still love to hear from you. Your unique perspective could be exactly what we’re looking for.
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