Customer Success Manager

Who We Are: We have built the new way for energy to be transacted. tem exists to fix a creaking energy market. Today's wholesale system is stacked in favour of the few - a relic of the oil and gas era, riddled with markups and middlemen. We're changing that. Our product, RED™, is built on a proprietary pricing engine that bypasses the wholesale market, enabling businesses to buy energy produced by renewable generators directly. That means clear, auditable transactions that ensure affordable bills and fair compensation - giving every business real ownership and control over where their energy comes from. Since launching in 2021, we've saved UK businesses and generators over £25 million, powering a growing network of forward-thinking companies, from Pizza Pilgrims to Silverstone. Backed by top-tier VCs including Atomico and Albion, we're creating a new category in energy - one that's decentralised, direct, and built on trust. At tem, we’re rebuilding energy from the ground up—starting with total transparency in how power is bought and sold.

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:

• 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.

• 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.

Interview Process: We move fast. Most processes take 2 to 3 weeks from first chat to offer. If you need us to adapt anything, let us know.

• Intro call with Talent, 30 minutes.
• Hiring Manager interview, 30 minutes.
• Skills interview with CS [and cross-functional partners], 60 minutes, including a take home task.
• Culture Add interview with leadership stakeholders, 45 minutes.

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.