Founding Customer Success Lead at Piq Energy — Remote, USA | Base Career

Own Post-Sale Outcomes : Lead onboarding, adoption, support delivery, and ongoing account health across your accounts.
Retention + Growth : Own net revenue retention and identify expansion opportunities, partnering with Account Executives on complex accounts.
Technical Customer Partner : Serve as the first point of contact for customer questions related to interconnection and grid studies. Use Piq to guide analyses, help customers navigate workflows, interpret and communicate outputs, and escalate complex technical or domain questions when needed.
Industry Expertise: Develop and maintain a working understanding of interconnection processes, ISO/RTO practices, and relevant policy and market developments. Use that context to help customers apply Piq effectively and to inform internal teams.
Customer Advocate & Expectation Manager: Be the internal advocate for our customers and the external manager of their expectations. Translate feedback into Product/Engineering requirements, validate improvements, and communicate updates and best practices back to customers.
Build and Scale the Operating model: As our founding Customer Success person, build the repeatable onboarding journey and support workflows, internal enablement, and customer-facing materials required to scale customer success.
Team Collaboration: Partner with Account Executives, Product, and Engineering to surface pain points, prioritize fixes, and ensure consistent expectation-setting.

3+ years of relevant experience engaging with the US interconnection process for utility-scale projects (utility, ISO/RTO, consultant, developer, or similar)
Confidently leads multi-stakeholder conversations, fosters relationships, and builds long-term credibility and trust.
Excellent communication skills, including the ability to communicating technical concepts clearly to non-technical stakeholders verbally and in writing
Organized and self-directed; able to manage multiple accounts and priorities
Experience supporting customer retention and revenue growth with good commercial judgement, including ability to connect product value to customer goals

Experience in sales, customer success, solutions engineering, or forward-deployed roles in energy software/analytics
Experience in electricity markets, grid interconnection, renewable energy development, or energy infrastructure. Direct experience with ISO/RTO processes, interconnection studies, or power markets
Hands-on study experience using power flow analysis software
Experience with Customer Success tooling (CRM, ticketing, knowledge base) and building repeatable processes.
Early-stage startup experience and comfort using AI tools to work more efficiently.

Kindness: Be kind and candid to yourself and others.
Excellence: Aim high and continuously improve.
Sustainability: Consider your capacity to maintain your self, your communities, and the environment.
Humility: Serve a greater goal, stay curious and open to learning
Freedom and Responsibility: You have the freedom to make decisions and the responsibility to take ownership of those decisions.
Shape the future of the power grid
Work with a passionate, mission-driven team.
Collaborate in a global, remote-friendly environment.
Be part of the early team and contribute to shaping the company’s direction.

Founding Customer Success Lead