Customer Success Manager (Generator Customers) in London

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. Now, we’re looking for a Customer Success Manager to help us grow and serve our generator community with empathy, strategy, and operational excellence.

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:

Must-haves:

• 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.

Nice-to-haves:

• 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.