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Granular Energy is a fast-growing climate tech company building SaaS infrastructure for a carbon-free grid. Founded in 2021 with ~30 people, the company helps utilities, energy suppliers, and corporates manage energy attribute certificate portfolios, supporting digitalization and automation of certificate flows and hourly tariff management to match clean energy generation with consumption at scale.
As a Customer Success Associate, 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. You will also onboard new customers, drive adoption, and support renewals and upsells alongside senior commercial colleagues.
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 customer value from the platform
- Coordinating with Technical Solutions, Product, and Sales teams; bringing customer voice into roadmap discussions
- Supporting renewals and identifying upsell opportunities with 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 flexibility to work from home, the London office, or local co-working spaces. The company hires people living in mainland Western and Central-West Europe (France, Germany, Netherlands, Belgium, northern Spain, or mainland UK) who can reach Paris, Brussels, Amsterdam, or London by train within 8 hours. The team is primarily based in Western Europe with three all-hands gatherings annually.
Benefits include transparent salaries with commercial variable components, minimum 30 days' holiday plus public holidays, paid volunteering day, gym subsidies and mental health support via Spill, and equity in a fast-growing climate 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 with comfort using data analysis tools (Excel with XLOOKUP, pivot tables, or similar)
- 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
