Customer Success Manager, tem
Business Customers
Energy transactions platform for renewable energy
Posted today
Energy transactions platform for renewable energy
21-100 employees
Posted today
21-100 employees
Company mission
Rebuilding the energy transaction system, making it transparent and fair.
Role
Who you are
- 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
- Comfort operating at scale: designing programmes and processes that work across thousands of customers
- Strong commercial instincts around retention, renewal, and value realisation
- 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
Desirable
- Experience working with B2B supply-side customers, particularly in energy or marketplace businesses
- Experience managing a mix of high-volume SMB portfolios and emerging Enterprise accounts
- 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
- Interest in customer lifecycle modelling, behaviour analytics, or data-driven retention strategies
What the job involves
- We're looking for a Customer Success Manager to help us scale and serve our rapidly growing business customer base with empathy, strategy, and operational excellence
- You'll be working closely with our Customer Success Lead and team, and the Commercial team, with the chance to shape how we deliver value to one of the most important parts of our ecosystem: our 2,500+ SMB customers—and our emerging Enterprise segment
- Our business customer portfolio is scaling rapidly—already 2,500+ SMB customers and growing ~5x per year. With a dedicated Customer Experience Specialist squad now in place to love the customer in their inbound moment of need, Customer Success is evolving into a scalable, signal-driven retention engine
- At the same time, we're beginning to move into Enterprise, aiming for ~16% of revenue to come from Enterprise customers by the end of the year. In this role, you'll help define the experience of being a business customer with tem—designing scalable onboarding, data-informed renewals, and playbooks that ensure we attain our ambitious 2026 growth plan
- Helping to reinvent the end-to-end onboarding motion from the perspective of the crucial human, CS led elements (think 1:many for SMB, 1:1 for Enterprise)
- Helping evolve renewals from time-based cycles (e.g. T-120 days) to signal-led renewal plays driven by customer data
- Shaping scalable playbooks for a high-volume portfolio while supporting early Enterprise growth
- Be the primary point of contact and trusted advisor for a portfolio of SMB business customers, while supporting early Enterprise accounts with higher-touch engagement, particularly at the crucial onboarding juncture
- Drive adoption, retention, and long-term value across a high-volume SMB portfolio, using scalable programmes and proactive engagement
- Identify gaps in the SMB and Enterprise onboarding journeys and design scalable, high-impact improvements (including 1:many onboarding programmes and tailored Enterprise onboarding)
- Collaborate across CX and CS, Product, Ops, Commercial, and Marketing to turn feedback and insight into action—fast
- Help build and evolve the Business Customer Success playbook, including designing scalable onboarding and renewal playbooks
- Help to refine likelihood-to-renew models enriched with customer data and map customer behaviours to understand the critical product usage path to strong commercial outcomes
- Travel to visit key accounts in field and deeply understand the pulse of the community
- Partner with Commercial and Data teams to implement signal-led renewal motions and proactive risk mitigation strategies
- Help define and measure what 'great' looks like for Business Customer Success at scale—balancing automation, human engagement, and data-driven insight
- Success Measures:
- Improve SMB retention and renewal performance through proactive, signal-led interventions and scalable engagement programmes
- Embed a scalable Business Customer Success playbook supporting 1:many SMB onboarding, 1:1 Enterprise onboarding, and data-informed renewal plays
- Establish a clear understanding of the 'critical usage path' that predicts renewal, influencing both CS intervention strategy and Product prioritisation
Our take
tem is a next-gen energy transactions company that changes the way renewable energy is bought, sold and powered. Rebalancing the playing field away from "Big Energy", tem creates affordable, traceable and smart energy transaction management tools.
The company provides businesses and consumers with access to the same financial benefits as Big Energy companies by distributing its own purchased energy to customers. Once they’re signed up, customers are matched with a suitable generator, and the tem platform helps execute contracts, take payments, and manage invoicing.
This is a truly disruptive concept, and is proving to be a successful one. tem currently processes over £50 million in direct transactions and saves millions for over 1000 UK businesses wanting to switch from traditional utilities tied to the wholesale market. Whilst UK consumers are notoriously hesitant to switch providers, recent soaring energy prices is luring many into giving it a go.
Steph
Company Specialist at Welcome to the Jungle
Company
Employee endorsements
Challenging work
"The projects I have worked on at tem. have involved solving greenfield problems. Each project has challenged me in a different way keeping the work..."
Funding (last 2 of 3 rounds)
Sep 2024
$14.1m
SERIES A
Jun 2023
$3.4m
SEED
Total funding: $17.6m
Company benefits
- 25 days holiday
- Day off on your birthday
- Fully remote - expect quarterly meet ups with your team
- Personal office budget £1200 / 1400€ per year
- Paid for company trip twice a year. Previous locations included Barcelona, Budapest and Marrakech.
- Wellbeing allowance of £150 / 170 € per month to spend on your wellbeing
- A generous options (stock) package
- Salary benchmarking twice a year. We aim to pay at the upper percentile (75th percentile) of the market, using London-based benchmarks. One of our core pay principles is “Same work. Same base pay.” This means we use spot rates instead of broad salary bands: everyone doing the same role at the same level earns the same base salary.
Company values
- Innovate with purpose
- Go all-in
- Keep it real
Company HQ
Nine Elms, London, UK
Articles
Leadership
Joe McDonald
(Co-Founder & CEO)Resident CEO, Joe leads the creative vision behind tem. the brand, product and its platform. He is a passionate visionary who loves to climb mountains and has the most adorable dog.
Jason Stocks
(Co-Founder & Chief Commercial Officer)Jason is a world-class commercial leader with proven track scaling up high performing diverse teams. He is also a power house of high energy, high enthusiasm and a secret scuba diver instructor.
Bartlomiej Szostek
(Co-Founder & CTO)Bartek is an innovative programmer, with a craving for maximum performance, clean code and good architecture. He has a very cute baby girl who loves to join in on our calls - we’re training her young!
Ross Mackay
(Co-Founder)Data scientist, software engineer + physics whizz - Ross currently lives in the west country and will beat you hands down in a game of monopoly deal.
Diversity, Equity & Inclusion at tem
Charlie Stephenson (Head of People)
- Tem is all about championing small business communities, fighting for transparency and advocating for fairness in the broken energy sector. We put these principles at the heart of our business model and work hard to ensure our platform is accessible and simple for all.
- We're fully remote to ensure everyone can thrive in an environment that works best for them. Whether you prefer working from home in a Disney onesie or going to a bustling cafe, we support whatever helps you be your most effective self. Being fully remote also means we're lucky enough to hire team members from different countries and cultures and we spend time every Monday having a social call to share what makes us tick.
- We care about you and live our value of keeping it real. This means actively seeking your feedback through quarterly pulse surveys and implementing initiatives that truly matter to you. Anyone who joins us has a voice and one that is heard and valued.
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