Customer Success Manager (Business Customers)

📈 Who We Are:

We are rebuilding the energy transaction, making it transparent and fair.

Our goal is to put power back where it belongs, in the hands of customers and to take on one of the most critical problems of our century, access to low cost electricity.

tem exists to fix a broken global energy market that’s long favoured legacy operators, intermediaries, and opaque pricing. Today’s electricity system was not designed for rapid decarbonisation, AI-driven efficiency or fair access for the actual users - businesses and generators.

We’ve built the first AI native transaction infrastructure to reinvent how electricity is bought, sold and priced. Our technology is designed to cut out the inefficient fees, automate complex market flows, and bring transparency and fairness to energy transactions at scale.

In late 2025, after extraordinary growth, we closed a $75 million Series B - led by Lightspeed Venture Partners with participation from Albion, Atomico, Allianz, Hitachi Ventures,, Hitachi Ventures, Schroders Capital and others - positioning us for global expansion, deeper product innovation and category leadership.

We’re scaling internationally and building toward a future where AI-driven infrastructure is foundational to electricity markets worldwide.

Since launch, our modern utility product, known as RED, has already facilitated thousands of business customers and billions in energy transaction value, proving that modern software and AI can transform an industry built on legacy systems.

At tem, we’re not just building another energy company, we’re rearchitecting market infrastructure so that transparency, efficiency and sustainability become the default, not the exception.

Now, 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.

Why this role matters:

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.

Your initial focus will be:

• 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.

🚀 Responsibilities

• 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.

🎯 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.

• Comfort operating at scale: designing programmes and processes that work across thousands of customers.

• Strong commercial instincts around retention, renewal, and value realisation.

Nice-to-haves

• 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.

✅ 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.

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.