Customer Success Associate

This is a fully remote position, open to applicants in United Kingdom, +5 more countries.

📋 Description

• Serve as the main point of contact for a portfolio of existing accounts.

• Manage daily requests and provide first-level support regarding platform usage, data, and API inquiries.

• Elevate issues to Technical Solutions or the Customer Success Manager as necessary.

• Assist in creating Knowledge Base articles, FAQs, onboarding materials, and product training resources.

• Maintain updated account records and health metrics in HubSpot and Notion, proactively identifying risks.

• Prepare Quarterly Business Reviews (QBRs) to demonstrate the value customers derive from the platform.

• Collaborate with Technical Solutions, Product, and Sales teams.

• Represent the customer's perspective in roadmap discussions.

• Support contract renewals and pinpoint upselling opportunities alongside the Commercial team.

• Facilitate the onboarding of new customers and promote product adoption.

• Contribute to objectives related to retention, growth, renewals, and overall account health.

⛳️ Requirements

• 2 to 4 years of experience in a B2B or enterprise customer-facing role, such as customer success, account management, sales, or consulting.

• Experience in the energy sector, such as working with a utility, energy supplier, trading firm, energy consultancy, or energy software company.

• Familiarity with the operations of energy suppliers.

• Excellent communication skills with the ability to handle challenging conversations empathetically.

• An analytical mindset with proficiency in data analysis using Excel (XLOOKUP, pivot tables) or similar tools.

• Highly organized, with strong prioritization and follow-through abilities across various timelines and stakeholders.

• Fluent in English.

• Bonus: familiarity with EAC markets.

• Bonus: knowledge of ETRM software.

• Bonus: proficiency in other European languages.

• Candidates must currently reside in mainland UK, France, Belgium, the Netherlands, Germany, or northern Spain.

• Must be able to travel to Paris, Brussels, Amsterdam, or London by train within 8 hours.

🏝️ Benefits

• Transparent salary structure based on seniority and location, in addition to a commercial variable component.

• Remote-first approach: work from home, from our London office, or a nearby co-working space.

• Three all-hands meetings annually.

• A minimum of 30 days of holiday plus public holidays, along with a paid volunteering day.

• Support for physical and mental health: gym subsidies and therapy through Spill.

• Equity in a rapidly growing company (BSPCE/EMI).

• Opportunity to influence the development of an early-stage climate product within Europe's leading utilities.