Strategic Customer Success Manager

ABOUT CIVILGRID

CivilGrid is the trusted civil design platform powering affordable infrastructure renewal and growth. We give utilities, civil engineers, and municipalities a single, collaborative source of truth for what's underground so teams can plan, design, and build faster, smarter, and safer.

Our platform consolidates utility records, geotechnical and environmental data, paving moratoriums, and jurisdictional requirements directly from 3,000+ utilities, agencies, and municipalities with full chain-of-custody documentation. Teams at PG&E, Mark Thomas, and dozens of leading engineering firms use CivilGrid to cut research time by up to 88%, reduce project costs, prevent dig-ins, and accelerate delivery on the projects that keep communities running.

We're a venture-backed Series A startup tackling a $4.7T US infrastructure market that has been underserved by software for decades. Founded by industry insiders, each with 10+ years in utilities and civil engineering, we move fast, ship work that matters, and stay close to the customers and field teams we build for.

WHY THIS ROLE

As a Strategic Customer Success Manager, you'll own CivilGrid's largest and most complex customer relationships. These include enterprise utilities, state DOTs, and national engineering firms, where CivilGrid is rolling out across many teams, regions and projects. You'll be the executive-level partner for these accounts. You'll turn early wins into organization-wide adoption, multi-year renewals and expansion.

This role reports to the Manager of Customer Success. This is a remote position, but our primary location preference is Texas. We are also considering candidates in Colorado, Georgia, Kansas City (MO), and Chicago. We are not considering candidates located outside of these markets at this time.

WHAT YOU'LL DO

Own a portfolio of strategic enterprise accounts end to end: pilot, adoption, health, renewal and expansion

Build and maintain strategic account plans that map org structure, stakeholders, business priorities and whitespace across departments and regions

Build and keep relationships with executive sponsors (VPs and Directors of engineering, gas and electric operations, GIS and asset management) as well as day-to-day champions

Lead executive business reviews that tie CivilGrid usage to customer outcomes

Partner with Solutions Engineers on pilot and deployment strategy, set success criteria, and turn successful pilots into enterprise rollouts

Drive expansion with Account Executives: find new teams, use cases and products, and co-own the commercial motion

Spot and reduce risk early, and run escalations across Product, Engineering and Operations when needed

Bring structured voice-of-customer input to Product, shaping the roadmap around enterprise requirements

Develop case studies and references with flagship customers

Help build CivilGrid’s enterprise CS playbook, including account planning, EBR frameworks and health scoring, and serve as a model for the wider CS team

WHAT YOU'LL BRING

6+ years in customer success, account management or consulting roles, including managing enterprise accounts with complex, multi-stakeholder buying groups

Domain experience in construction technology, civil engineering, utilities, AEC, or a related field is a must

A track record of driving renewals and expansion in large accounts; ideally utilities, DOTs, public agencies or AEC firms is a strong preference

Comfort working with executives: you can run a QBR/EBR with a VP and hold a technical conversation with a GIS lead in the same week

Strong commercial instincts and the ability to build a business case and quantify ROI

Strong technical aptitude, with familiarity in civil design, utility operations or infrastructure data

A strong bias toward action, comfort having a point of view, and the judgment to work independently with limited guidance

Willingness to travel 30–50% for on-site executive meetings, account planning sessions and fieldwork

BONUS POINTS

Experience at an early-stage or high-growth SaaS company