Customer Success Manager (Business Customers)

📋 Description

• • As a Customer Success Manager (Business Customers) at tem, you will be at the forefront of revolutionizing the energy transaction landscape, ensuring our rapidly growing base of business clients experiences unparalleled value and support.
• • You will serve as the primary point of contact and a trusted advisor for a diverse portfolio of Small and Medium-sized Business (SMB) customers, while also providing a more hands-on, high-touch engagement for our emerging Enterprise segment, particularly during the critical initial onboarding phase.
• • Your core mission will be to drive customer adoption, foster long-term retention, and maximize the lifetime value of our business customers, leveraging scalable programs and proactive engagement strategies.
• • A key aspect of your role will involve identifying and addressing gaps within both SMB and Enterprise onboarding journeys, designing and implementing scalable, high-impact improvements, including the development of 1:many onboarding programs for SMBs and tailored, personalized onboarding experiences for Enterprise clients.
• • You will collaborate extensively across various internal teams, including Customer Experience (CX), Customer Success (CS), Product, Operations, Commercial, and Marketing, to translate customer feedback and market insights into actionable strategies and rapid improvements.
• • A significant part of your contribution will be in building and evolving the Business Customer Success playbook, which includes the design of scalable onboarding processes and data-informed renewal strategies.
• • You will play a crucial role in refining likelihood-to-renew models by enriching them with customer data and mapping critical customer behaviors to understand the product usage pathways that lead to strong commercial outcomes and sustained partnerships.
• • To gain a deep, on-the-ground understanding of our customer base and the energy market, you will have opportunities to travel and visit key accounts in the field, immersing yourself in the community and gathering invaluable insights.
• • You will partner closely with the Commercial and Data teams to implement sophisticated, signal-led renewal motions and proactive risk mitigation strategies, ensuring customer loyalty and minimizing churn.
• • A vital responsibility will be to define and measure what constitutes an exceptional customer success experience at scale, striking an optimal balance between automation, personalized human engagement, and data-driven insights.
• • This role offers a unique opportunity to shape the future of customer experience in a dynamic, high-growth tech startup that is fundamentally transforming a legacy industry.
• • You will be instrumental in ensuring that our business customers not only adopt our innovative AI-native transaction infrastructure but also derive maximum benefit from it, contributing to their growth and success.
• • By understanding the unique needs of different business segments, you will tailor approaches to ensure seamless integration of our services and ongoing value realization.
• • You will be empowered to innovate and experiment with new customer success methodologies, contributing to a culture of continuous improvement and customer-centricity.
• • Your work will directly impact tem's ambitious growth plans, particularly our goal of achieving approximately 16% of revenue from Enterprise customers by the end of the year, and supporting the overall ~5x annual growth of our SMB customer base.
• • You will contribute to building a robust, scalable, and signal-driven retention engine that underpins tem's market leadership and expansion.
• • The role demands a proactive approach, anticipating customer needs and potential challenges before they arise, and developing strategies to address them effectively.
• • You will be a key advocate for the customer internally, ensuring their voice is heard and considered in product development, operational improvements, and strategic decision-making.
• • By fostering strong relationships and demonstrating tangible value, you will ensure high levels of customer satisfaction, loyalty, and advocacy.
• • This position is ideal for an individual who is passionate about building customer relationships, driving business outcomes, and contributing to a mission-driven company that is making a real impact on the global energy market.