Founding Customer Success Lead

Mission The power grid is the backbone of national security, the economy, and the energy transition—and growing uncertainty is making it harder to maintain reliability while integrating new generation and serving rapid load growth. As a result, generation developers, large load developers, and electric utilities are forced to plan and build with imperfect data and slow study workflows, making interconnection and long-term planning slower, riskier, and more uncertain. Piq Energy accelerates the energy transition with an automated network model management system and autonomous grid planning and interconnection software. Our products and technology supercharge technical analysis around transmission and distribution grids for generation, storage, and load developers, as well as utilities and system operators across North America and Europe. Role Piq Energy’s Founding Customer Success Lead will own post-sale relationships across our customer base, ensuring customers realize full value from the platform. You’ll drive revenue retention and contribute to growth through recognizing upsell opportunities. You’ll be the first line of technical support and guidance for use of our platform and also for ensuring excellence in execution of support services. This role blends customer engagement with technical execution. You'll guide onboarding, answer common interconnection and grid-study questions, coordinate with the Product team on customer feedback, run studies yourself in the Piq platform, and pull in a Power Systems Engineer for more complex scopes. We're open to a range of backgrounds. You might come from utility-scale project development or origination or from a power systems / studies background. What matters is that you have experience with the U.S. interconnection process, can hold your own in technical project development discussions, and have the ambition and desire to grow into a customer-facing, commercial role. This is a U.S.-based remote role with domestic travel up to ~20% for customer visits, industry events, and periodic company off-sites. Responsibilities 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. Requirements 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 Builder mentality and comfort with ambiguity. Can create to create crisp documentation, customer-facing materials, customer health signals and operating playbooks without pre-existing customer success function. U.S.-based, remote, with ability to travel domestically up to ~20% Bonus Points 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. Compensation $120k - $150k base $160k - $200k OTE [uncapped commission on expansions] About Piq Energy Piq Energy’s mission is to accelerate the energy transition by automating power grid simulation and analysis for project developers and utilities. Our values 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. Why join us 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. Accessibility Piq Energy encourages individuals of all racial, ethnic, and socioeconomic backgrounds and all gender and sexual identities to apply for this position. Piq Energy is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other basis prohibited by applicable law. Compensation The base pay range for this role is $120,000 – $150,000 per year.