Customer Success Manager

Civ Robotics•San Francisco, CA

19d

About The Position

Civ Robotics is revolutionizing the $3 trillion infrastructure construction industry by automating repetitive, labor-intensive tasks. Our mission is to bridge the workforce gap and accelerate the development of critical infrastructure projects with cutting-edge robotics and autonomous navigation technology. With over 100 robots deployed and actively transforming construction sites worldwide, we’re redefining efficiency, safety, and precision in the field. Backed by top-tier investors, Civ Robotics is a fast-growing startup headquartered in San Francisco, founded by industry experts with deep construction experience. Join us in building the future of construction automation and be part of a team that’s shaping the next generation of robotics! We’re looking for a Customer Success Manager to join our post-sales experience team. You’ll manage all aspects of customer onboarding, support, and training, ensuring that our customers not only succeed with our technology but become long-term partners and advocates. This is a high-impact leadership role for someone who thrives at the intersection of technology and customer experience—from construction field teams to executives at top-tier EPCs and surveying firms, with a passion for creating world-class service at scale.

Requirements

3+ years of experience in Customer Success, Account Management, or Customer Support roles, preferably within B2B environments involving hardware-enabled solutions (e.g., SaaS, robotics, industrial automation).
Proven ability to manage complex customer accounts and drive adoption, retention, and satisfaction across multiple stakeholders.
Tech-savvy, comfortable learning and supporting advanced hardware and software systems, and able to translate technical concepts into customer-friendly language.
Excellent communication and interpersonal skills, with the ability to build credibility and trust from field operators to executive leadership.
Highly organized and self-directed, with a proactive mindset and strong ownership of the customer lifecycle.
Strong problem-solving skills, with the ability to gather feedback, surface insights, and collaborate cross-functionally to improve customer outcomes.
Comfortable delivering training and onboarding sessions, both remote and on-site.
Willingness to travel for customer visits, onsite deployments, and field support as needed.

Nice To Haves

Domain familiarity with construction, civil engineering, surveying, or other infrastructure sectors is preferred.

Responsibilities

Customer Success Strategy: Manage the post-sales customer journey—from onboarding and training to long-term adoption and retention.
Support: Support customers and ensure fast, efficient, and empathetic resolution of technical and operational issues.
Training & Enablement: Oversee the development and delivery of in-person and remote training programs to help customers successfully operate our robotic solutions.
Customer Relationships: Serve as a point of contact for key accounts, nurturing relationships and becoming a trusted partner in their success.
Cross-Functional Collaboration: Partner closely with Sales, Engineering, and Operations to surface customer feedback and continuously improve the product and experience.
Customer Communication: Maintain proactive and consistent communication with customers to ensure alignment, gather feedback, and manage expectations.
Customer Insights & Reporting: Develop key metrics, feedback loops, and reporting tools to drive customer retention, satisfaction, and operational efficiency.