Customer Success Strategist

Customer Success Strategist

Build strong partnerships, deliver real-world impact.

Are you passionate about building strong partnerships, engaging customers, creative problem solving, and turning innovation into lasting value? Do you want to be part of a team that’s redefining how buildings operate around the world? PassiveLogic is looking for a Customer Success Strategist who thrives at the intersection of relationship-building, technology deployment, and customer empowerment.

PassiveLogic is the first fully autonomous platform for buildings. We’ve reinvented the fundamental principles of automation to democratize technology, optimize buildings, and reduce the world’s carbon footprint. We are a team of technologists, engineers, and creatives dedicated to making a sustainable impact through real-world solutions.

We are looking for team members who have a passion for technology and who want to work on cutting-edge problems with real-world solutions. Our culture is built on bringing the most talented engineers, thinkers, and creatives together—backed by the world’s leading investors—to make the future a reality.

About the Role

This is a career-defining opportunity to play a crucial role in a hyper-scale AI company that is transforming the future of autonomous systems, energy, and the built environment.

As a Customer Success Strategist, you will play a critical role in ensuring our customers realize the full potential of the PassiveLogic platform, enabling next-generation building performance, comfort, and energy efficiency globally.

What you’ll do

This is a hands-on, customer-facing role that blends relationship management, project management, and technical onboarding. You will act as the key liaison between PassiveLogic and our partners—working directly with facility managers, contractors, and system integrators to ensure seamless, scalable deployment of our autonomous systems and partner/customer satisfaction every step of the way.

Onboarding and implementation: Guide new customers through account setup, product training, and early deployments, ensuring they get up and running with PassiveLogic’s ecosystem quickly and confidently.

Relationship management: Act as the primary point of contact for your customers, building trust and long-term engagement through responsive communication and proactive support.

Success planning: Develop tailored customer success plans, including deployment goals, product usage strategies, and technical checkpoints aligned to business outcomes.

Technical support and troubleshooting: Proactively identify, diagnose, and help resolve deployment or usage issues, partnering with internal engineering and support teams to identify issues and find solutions.

Become the internal voice and advocate for the customer: Collect feedback, identify patterns, and communicate user insights to our internal team to help troubleshoot and reiterate on the development of our platform.

Cross-functional collaboration: Work closely with our Applied Engineering and Engineering Program Management team to ensure alignment across the customer lifecycle—from first contact through ongoing expansion.

This is a unique opportunity to shape customer journeys at a pivotal stage of growth and innovation.

What you’ll bring

You must have

• Proven experience:
• Customer-facing experience in a technical or software-driven environment.
• Strong understanding of building systems, controls, or HVAC technologies.
• Exceptional communication skills: Extraordinary teammate skills with a collaborative, interpersonal communication style. Strong customer-facing skills with an ability to clearly communicate complex technical concepts to both technical and non-technical audiences via spoken, written, and visual communications.
• Organized and strategic: Creative thinker and strong problem solver with meticulous attention to detail.
• Collaborative mindset: Experience working across teams to drive customer success. Strong self-motivation towards PassiveLogic’s mission to “empower people through generative autonomy to solve the world’s largest climate challenges.”
• Adaptability: Comfortable in a fast-paced startup environment, eager to learn, iterate, and innovate.
• Problem solving: You own this role. When issues arise, be the empowered force that solves them, rolling-up.

You should have

• Techni