tem - Account Manager: Generator Customers
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Requirements
• Proven experience in account management or customer success in fast-moving B2B environments. You're building and improving, not caretaking. • Strong commercial instincts: a genuine understanding of how to drive expansion above targets through proactive relationship management. • A bias to action and willingness to go the extra mile. You move fast, make things happen, and love the customer. • A deep understanding of what exceptional customer experience looks like, and a consistent track record of delivering it. • Fluency in CRM tools (e.g. HubSpot) and the ability to translate usage, adoption, and commercial data into clear actions. • Excellent communication and listening skills, with the ability to work cross-functionally and carry the customer voice into internal conversations. • Comfort operating at high velocity, managing hundreds of accounts and renewals with rigour and care. • Experience working with B2B supply-side customers, particularly in energy or marketplace businesses. • 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. • ✅ SUCCESS MEASURES • Achieve and maintain an NPS score of 80+ across the generator community. • Drive strong retention and net revenue retention (NRR) through proactive renewal management and expansion plays. • Embed a clear generator AM playbook, from onboarding through to renewal and expansion, with defined escalation paths and minimal manual overhead. • Ensure every generator account has a documented account plan with active monitoring for risk and clear commercial mitigation actions in place.
Responsibilities
• Be the primary point of contact and trusted advisor for generator customers, from onboarding through to renewal and expansion. • Build strong, proactive relationships with UK generators, solving blockers, unlocking commercial opportunities, and owning retention, expansion, and long-term value. • Identify gaps across the customer journey and design scalable, high-impact improvements. • Work cross-functionally across Product, Ops, Sales, and Marketing to resolve client issues fast, taking a project management role when multiple departments are involved and sharing the customer voice internally (the good and the bad). • Interpret usage and adoption data to identify at-risk accounts, expansion opportunities, and the signals that drive commercial outcomes. • Handle tough client situations with transparency and customer-centricity: explain the problem, the steps, and progress as you go. • Help build the generator AM playbook from the ground up, including strategic account mapping, scalable onboarding, renewal motions, and expansion plays. • Travel to visit key accounts and deeply understand the pulse of the generator community. • Help define and measure what great looks like for generators on tem, today and into 2026.
Benefits
• Our generator community powers everything we do. Your work ensures they feel valued, understood, and commercially well-served. In this role, you'll define the experience of being a supplier on tem, actively driving retention, expansion, and renewal across the portfolio, while building the playbooks and processes that help us scale through 2026. • Your initial focus will be: • Getting quickly up to speed with our current generator customers and visiting key strategic accounts. • Identifying the biggest gaps in the customer journey, from onboarding, expansion, through to renewal, with a plan to close them. • Creating a retention and expansion framework that sets us up for growth. • Competitive salary - our current band for this role is £129,500 or equivalent in local currency. • We review salaries twice a year using real-time market data, with transparent, consistent pay for the same role and level. • Stock Options - everyone on the team has ownership in our mission. • 25 days holiday + public holidays - Swap public holidays for ones that matter most to you. Plus, get an extra day off for your birthday 🎉. • Remote & flexible working - We’re fully remote with clear core hours, and no internal meetings on Friday afternoons. • Home working & wellbeing budgets: • Up to £1,200 / €1,200 annually to upgrade your remote setup (co-working passes, equipment, etc.). • Up to £150 / €150 monthly on anything that supports your wellbeing - from therapy to gym memberships to meditation apps. • 🗣️ INTERVIEW PROCESS: • Our processes normally take around 2-3 weeks from first call to offer — please let us know about any adjustments to timelines that may be required. • Intro call with Talent, 15 minutes. • Hiring Manager interview, 30 minutes. • Take-home task: a practical challenge that tests your ability to approach the real world challenges of the role. • Skills interview: present your take-home task and walk us through your thinking. 60 minutes. • Culture Add interview with leadership stakeholders.
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