Customer Success Associate
About the role
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.
This role sits at the heart of our commercial engine: you will grow the accounts that are already using our services, and help them go further.
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.
Responsibilities
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