Civilgrid Strategic Customer Success Manager to own CivilGrid's largest enterprise customer relationships, driving adoption, renewal, and expansion. Manage strategic account plans and executive business reviews.
Responsibilities
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
Qualification
Background in civil engineeringCAD and/or GIS experienceWe're a small
Preferred
Background in civil engineering, utilities or a related field
Experience at an early-stage or high-growth SaaS company
CAD and/or GIS experience
We're a small, but rapidly growing team that ships. Expect direct feedback, real ownership from day one, and proximity to customers — huge utilities, public agencies, and engineering firms whose work depends on what we build. We default to in-person collaboration where it matters and remote-friendly flexibility otherwise. We hire people who care deeply about their craft and the communities our customers serve.
