Customer Success Manager

Job Description

Granular is a fast-growing climate tech startup paving the way towards a carbon-free grid.

We provide a SaaS portfolio management platform to electricity companies and suppliers. The platform helps solve the complex issue of hourly matching between clean energy generation and consumption, at scale. You can find out more about the 24/7 energy space in this article.

Initially founded in 2021, our team is now counting 30 people. We have clients in the US, Europe, and Asia, but our team is primarily located in western Europe. Following an oversubscribed funding round in 2023, we have plenty of runway.

This is your opportunity to work on a product that’s creating a pathway to a fully clean energy grid. Your efforts will have a direct and sizeable contribution on the climate crisis!

Remote-first

Granular Energy is a remote-first organisation and this role is 100% remote. We hire employees that live in mainland Western & Central-West Europe (e.g. France, Germany, Austria, northern Italy, Netherlands, Belgium, northern Spain, or mainland UK) so they can get to Paris, Brussels, Amsterdam, or London by train within a reasonable time frame.

What’s the mission of this role?

• You’ll be joining our Commercial team to work on managing and growing relationships with our customers (energy utilities/suppliers) while ensuring smooth onboarding and ongoing success to maximise its value.
• This role is critical to customer satisfaction, product adoption, and commercial growth—ensuring we deliver an exceptional experience during a key period.

Want to read more about what’s it like working at Granular Energy? We asked Maliha Bhola, our customer success lead, to share some insights. You can read it on our blog!

Who we are looking for!

We’re looking for a proactive, analytical, thoughtful, and detail-oriented Customer Success Manager to join us. You’ll work directly with our customers—some of the UK and Europe’s leading energy suppliers and utilities—helping them onboard, navigate our platform, and get the most out of our services.

This role is ideal for someone who understands the dynamics of client-facing roles, has a technical background and is excited by the energy transition and climate tech.

Responsibilities of this role

• Own and manage new customer onboarding processes, from kickoff to full adoption
• Be the primary point of contact for existing accounts, supporting their success and satisfaction
• Advise customers on usage of the platform, data-related questions, system and process integrations
• Offer first-level support, question answering, and debugging to our users (API usage troubleshooting, identification of data format issues and misunderstanding of data structures). A sharp technical understanding of the platform and data interactions is required in that context
• Coordinate cross-functional tasks and projects with Technical Solutions, Product and Sales teams to ensure smooth project delivery and alignment
• Responsible for upselling, engagement, and/or deeper product usage
• Contribute to internal knowledge sharing and customer-facing materials (Knowledge Base articles, FAQs, onboarding docs, etc.)
• Represent the voice of the customer in internal discussions to help inform product and roadmap decisions

Essential experiences, competencies & knowledge

• A degree in science, technology, engineering, maths, physics, finance or engineering.
• First experience in B2B/Enterprise customer-facing roles, such as sales, account management, consulting, or customer success.
• Energy industry experience is preferred, but we welcome candidates from adjacent fields, including consulting and finance, who have a high degree of curiosity for the energy industry and can demonstrate strong analytical thinking and a capacity to learn quickly.
• Strong interpersonal and communication skills—you’re comfortable managing client relationships and navigating tricky conversations with clarity and empathy
• Analytical mindset and experience with Excel/spreadsheets and comfort with data exploration
• Confident project manager: you can juggle multiple timelines and stakeholders without dropping the ball
• Highly organised with a good sense of prioritisation and follow-through
• Fluent English speaker

Bonus point for

• Experience in startups or remote-first teams
• Background in the energy sector, climate tech, or sustainability
• Familiarity with tools like SQL and Help Scout
• Being passionate about team best practices, culture, welfare, and productivity

What’s in it for you

• Transparent salaries based on seniority/location, see the section on the left
• Remote first: WFH, in our London office, or your local co-working space. We offer a home office set-up stipend and co-working space allowance or WFH compensation.
• Three all-hands gatherings each year: most recently in Brussels, London, Amsterdam
• Minimum 30 days holiday (plus public holidays) and a paid volunteering day
• Physical & mental health: we offer gym subsidies and access to therapy via Spill
• Equity: earn equity in a fast-growing company (BSPCE/EMI)
• Make your mark on an early-stage climate product in a high-impact space

DEI Statement

Granular Energy is dedicated to fostering diversity and nurturing talent. If you don't possess all the skills listed above but believe you have the qualities we're seeking, we encourage you to reach out. We value diverse perspectives and are committed to building an inclusive team.

We look for candidates who have a high level of demonstrated comfort with cultural competency. People of colour, people with disabilities, veterans, women, lesbian, gay, bisexual, and transgender people are encouraged to apply. All applicants will be considered without regard to race, colour, national origin, religion, sexual orientation, sex, marital or parental status, disability, gender identity or expression, age, or any other basis prohibited by law.

Our recruitment process

• 30-minute screening call with our People team
• 60-minute interview with our Commercial team
• 2-hour case study and interview with our Technical Solutions team and member of the exec team

Compensation Range: €46K - €67K