Founding Customer Success Lead
$120,000–$150,000 year
RemoteUnited States
Job Summary
Lead onboarding, adoption, and support delivery across the customer base to ensure full platform value realization. Own net revenue retention and identify expansion opportunities, partnering with Account Executives on complex accounts. Serve as the first line of technical support for interconnection and grid-study questions, guiding analyses, navigating workflows, and escalating complex scopes to Power Systems Engineers. Develop a working understanding of ISO/RTO practices and policy developments to inform internal teams and communicate outputs effectively. Build repeatable onboarding journeys, support workflows, and customer-facing materials to scale the operating model. Translate customer feedback into Product requirements and validate improvements while managing external expectations. Collaborate with Account Executives, Product, and Engineering to surface pain points and ensure consistent expectation-setting. This U.S.-based remote role includes up to 20% domestic travel for customer visits and industry events.
Required Qualifications
- 3+ years of relevant experience engaging with the US interconnection process for utility-scale projects
- 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%
Desired Qualifications
- 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
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