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Granular Energy is a fast-growing climate tech company building infrastructure for a carbon-free grid. Founded in 2021 with ~30 people, the company provides a SaaS platform helping utilities, energy suppliers, and corporates manage energy attribute certificate portfolios. The platform supports digitalization and automation of certificate flows and development of hourly tariffs matching clean energy generation with consumption at scale.
In this Customer Success Associate role, you will be the day-to-day contact for a portfolio of existing customers, including leading European energy suppliers and utilities. Your core focus is keeping accounts running smoothly by answering questions, providing first-level support on platform usage, data and API issues, and escalating to Technical Solutions or the Customer Success Manager as needed.
Key responsibilities include:
- Acting as primary contact for assigned accounts, handling day-to-day requests and first-level support on platform usage, data, and API questions
- Contributing to Knowledge Base articles, FAQs, onboarding guides, and product training
- Maintaining accurate account records and health status in HubSpot and Notion, flagging risks early
- Preparing Quarterly Business Reviews (QBRs) demonstrating platform value to customers
- Coordinating with Technical Solutions, Product, and Sales teams; bringing customer voice into roadmap discussions
- Supporting renewals and identifying upsell opportunities alongside the Commercial team
Success is measured on retention metrics (GRR, renewal rate, churn), growth metrics (NRR, account growth, CLV), and product adoption.
The role is 100% remote, with the requirement that you live in mainland Western and Central-West Europe (France, Germany, Netherlands, Belgium, northern Spain, or mainland UK) and can reach Paris, Brussels, Amsterdam, or London by train within 8 hours. The company is remote-first and offers flexibility to work from home, their London office, or local co-working spaces.
Compensation includes transparent salaries based on seniority and location plus a commercial variable component. Additional benefits include minimum 30 days' holiday plus public holidays, a paid volunteering day, three all-hands gatherings annually, gym subsidies, mental health support via Spill, and equity in the fast-growing company (BSPCE/EMI).
REQUIREMENTS:
- 2 to 4 years' experience in a B2B or enterprise customer-facing role (customer success, account management, sales, or consulting)
- Energy sector experience (utility, energy supplier, trading house, energy consultancy, or energy software company); comfortable with how energy suppliers operate
- Strong communication skills and empathy for navigating difficult conversations
- Analytical mindset and comfort with data analysis in Excel (XLOOKUP, pivot tables) or similar tools
- Highly organized with strong prioritization and follow-through across multiple timelines and stakeholders
- Fluent English
- Bonus: knowledge of EAC markets, ETRM software, or other European languages
