Founding Customer Success Lead

piq-energy•United States (Remote),

3h•$160,000 - $200,000•Remote

About The Position

Piq Energy is seeking a Founding Customer Success Lead to manage post-sale customer relationships, ensuring they derive maximum value from the platform. This role is crucial for driving revenue retention and identifying upsell opportunities. The Lead will serve as the primary technical support contact, guiding customers on platform usage and ensuring excellence in support services. The position involves a blend of customer engagement and technical execution, including onboarding, addressing interconnection and grid-study questions, relaying customer feedback to the Product team, performing studies on the Piq platform, and collaborating with Power Systems Engineers for complex issues. Candidates from utility-scale project development, origination, or power systems/studies backgrounds are welcome, provided they have experience with the U.S. interconnection process, can engage in technical project development discussions, and possess the ambition for a customer-facing commercial role. This is a U.S.-based remote position with up to 20% domestic travel for customer visits, industry events, and company off-sites.

Requirements

3+ years of relevant experience engaging with the US interconnection process for utility-scale projects (utility, ISO/RTO, consultant, developer, or similar).
Ability to confidently lead multi-stakeholder conversations, foster relationships, and build long-term credibility and trust.
Excellent communication skills, including the ability to communicate technical concepts clearly to non-technical stakeholders verbally and in writing.
Organized and self-directed, with the ability to manage multiple accounts and priorities.
Experience supporting customer retention and revenue growth with good commercial judgment, including the ability to connect product value to customer goals.
Builder mentality and comfort with ambiguity; ability to create crisp documentation, customer-facing materials, customer health signals, and operating playbooks without a pre-existing customer success function.
U.S.-based, remote, with ability to travel domestically up to ~20%.

Nice To Haves

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.

Responsibilities

Own post-sale outcomes, including onboarding, adoption, support delivery, and ongoing account health.
Drive net revenue retention and identify expansion opportunities, partnering with Account Executives.
Serve as the first point of contact for customer questions related to interconnection and grid studies, using Piq to guide analyses, interpret outputs, and escalate complex issues.
Develop and maintain a working understanding of interconnection processes, ISO/RTO practices, and relevant policy/market developments to inform customer application of Piq and internal teams.
Act as the internal customer advocate and external expectation manager, translating feedback into Product/Engineering requirements, validating improvements, and communicating updates.
Build and scale the operating model for customer success, including repeatable onboarding journeys, support workflows, internal enablement, and customer-facing materials.
Collaborate with Account Executives, Product, and Engineering to surface pain points, prioritize fixes, and ensure consistent expectation-setting.