tem - Customer Success Manager (Business Customers)
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Requirements
• 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. • 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.
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.
Benefits
• 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.
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