Strategic Customer Success Manager

CivilGrid

5d • $130,000 - $190,000 • Remote

About The Position

CivilGrid is hiring a Strategic Customer Success Manager to own its largest and most complex customer relationships, including enterprise utilities, state DOTs, and national engineering firms. The role partners with executive stakeholders to extend initial success into organization-wide adoption, multi-year renewals, and account expansion. The position reports to the Manager of Customer Success. It is remote, with location preference for Texas; candidates in Colorado, Georgia, Kansas City, Missouri, and Chicago are also being considered. Candidates outside these markets are not being considered. Travel of 30–50% is expected.

The role owns strategic accounts throughout the customer lifecycle, from pilots and adoption through account health, renewal, and expansion. It develops account plans, builds executive and day-to-day relationships, leads executive business reviews, collaborates with Solutions Engineers and Account Executives on deployments and commercial growth, coordinates escalations, and brings enterprise customer feedback to the Product team. The Strategic Customer Success Manager will also help create CivilGrid’s enterprise customer success playbook and develop case studies and references with flagship customers.

Requirements

• At least 6 years of experience in customer success, account management, or consulting, including management of enterprise accounts with complex, multi-stakeholder buying groups.
• A track record of driving renewals and expansion in large accounts, ideally in utilities, DOTs, public agencies, or AEC firms.
• Comfort working with executives, including leading a QBR or EBR with a VP and holding a technical conversation with a GIS lead.
• Strong commercial instincts and the ability to build a business case and quantify ROI.
• Strong technical aptitude and familiarity with civil design, utility operations, or infrastructure data.
• A bias toward action, comfort expressing a point of view, and judgment to work independently with limited guidance.
• Willingness to travel 30–50% for on-site executive meetings, account planning sessions, and fieldwork.

Nice To Haves

• Background in civil engineering, utilities, or a related field.
• Experience at an early-stage or high-growth SaaS company.
• CAD and/or GIS experience.

Responsibilities

• Own a portfolio of strategic enterprise accounts through pilot, adoption, health, renewal, and expansion.
• Build and maintain account plans covering organizational structure, stakeholders, business priorities, and opportunities across departments and regions.
• Build and maintain relationships with executive sponsors and day-to-day customer champions.
• Lead executive business reviews that connect CivilGrid usage to customer outcomes.
• Partner with Solutions Engineers on pilot and deployment strategy, establish success criteria, and convert successful pilots into enterprise rollouts.
• Drive account expansion with Account Executives by identifying teams, use cases, and products, and co-owning the commercial motion.
• Identify and reduce account risk early, and manage escalations across Product, Engineering, and Operations as needed.
• Bring structured customer feedback to Product to help shape the roadmap around enterprise requirements.
• Develop case studies and customer references with flagship customers.
• Help build CivilGrid’s enterprise customer success playbook, including account planning, executive business review frameworks, and health scoring, and serve as a model for the wider Customer Success team.

Benefits

• Meaningful early-stage equity.
• Company-funded medical, dental, and vision insurance, including medical plans at no cost to the employee.
• Flexible spending accounts for health and dependent care.
• Unlimited paid time off, with a culture that expects employees to use it.
• 401(k) plan.
• Flexible, remote-friendly work environment.
• High-trust team, real ownership, and the opportunity to do meaningful work.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed