Customer Success Associate

Accountabilities:: Manage a portfolio of existing B2B customers, acting as their primary day-to-day contact and responding to questions, requests, and operational needs. Provide first-level support for platform usage, data-related questions, and API issues, escalating more complex technical matters to the Technical Solutions team or Customer Success Manager when necessary. Coordinate customer onboarding, facilitate product training, and develop resources such as knowledge base articles, FAQs, and onboarding guides to improve the customer experience. Monitor account health and maintain accurate customer records in HubSpot and Notion, identifying potential risks and proactively addressing issues that could affect satisfaction or retention. Prepare quarterly business reviews (QBRs) that demonstrate the value customers receive from the platform, highlighting adoption, achievements, and opportunities for improvement. Collaborate with Technical Solutions, Product, Sales, and other commercial stakeholders to resolve customer challenges and communicate customer needs and feedback to inform the product roadmap. Support contract renewals and identify opportunities for upselling and account expansion in collaboration with senior commercial colleagues. Track and contribute to key performance indicators, including gross revenue retention (GRR), renewal rates, churn, net revenue retention (NRR), account growth, customer lifetime value (CLV), and product adoption. Requirements: 2–4 years of experience in a customer-facing B2B or enterprise role, such as customer success, account management, sales, or consulting. Previous experience in the energy sector, ideally with a utility, energy supplier, trading company, energy consultancy, or energy software provider, and a solid understanding of how energy suppliers operate. Excellent communication and interpersonal skills, with the empathy and professionalism needed to build trusted customer relationships and navigate challenging conversations. Strong analytical capabilities and confidence working with data in Excel, including functions such as XLOOKUP and pivot tables, or comparable analytical tools. Excellent organisational and prioritisation skills, with the ability to manage multiple customer accounts, deadlines, and stakeholders while ensuring consistent follow-through. Fluency in English, with the ability to communicate clearly and effectively with customers and internal teams in an international environment. Familiarity with energy attribute certificate (EAC) markets, energy trading and risk management (ETRM) software, or additional European languages is considered an advantage. A proactive, collaborative, and customer-focused mindset, with a willingness to learn, solve problems, and contribute to continuous improvements in customer experience. Benefits: Competitive and transparent compensation: Salary based on seniority and geographical location, with an additional variable component linked to commercial performance. Remote-first flexibility: Work from home, a local coworking space, or the London office, depending on your preferences and location. International team gatherings: Three company-wide gatherings each year, providing opportunities to collaborate and connect with colleagues in person. Generous annual leave: At least 30 days of holiday per year, in addition to public holidays, plus one paid volunteering day. Physical and mental well-being: Gym subsidies and access to therapy through Spill. Equity participation: The opportunity to earn equity through applicable schemes, including BSPCE/EMI. Meaningful climate impact: Contribute to the development of technology that supports clean energy adoption and the decarbonisation of the electricity grid. Professional growth: Gain hands-on experience managing enterprise customer relationships, supporting commercial growth, and collaborating with product and technical teams. Inclusive working environment: Join an international team that values diverse perspectives, encourages professional development, and promotes equal opportunities.