Customer Success Manager
Full-time
CivilGrid
WHY THIS ROLE
We’re expanding our Customer Success team! As a Customer Success Manager, your job will be facilitating an amazing CivilGrid experience for our customers. At CivilGrid, we’re helping project teams design smarter and faster. As a CSM, you'll be the primary interface with our diverse client base, including engineering consultancies, municipalities, utilities, and construction firms. Your responsibilities will span from initial customer onboarding during pilots to ongoing support, ensuring they harness the full potential of CivilGrid's platform.
WHAT YOU'LL DO
Perform internally and externally facing quarterly account reviews
Deploy CivilGrid to new accounts, performing on-site training as needed
Respond in a timely fashion to customer questions, and collaborate with CivilGrid staff to address questions or deploy fixes to technical issues
Develop dashboards and metrics to monitor customer health
Communicate internally and to customers, customer health findings
Engage effectively with a wide range of stakeholders, from public works officials to engineers and contractors
Actively manage deployments and build close relationships with champions and key customers
Drive product usage, and account expansion - your job is to get more people using CivilGrid on more projects and to navigate around any adoption barriers you encounter
Develop case studies collaboratively with customers
Act as the voice of the customer within CivilGrid, advocating for their needs across product development and sales teams
Provide technical expertise on civil engineering
Further develop CivilGrid’s customer success playbook
WHAT YOU'LL BRING
4+ years of experience in customer or client facing roles, and/or civil engineering
Strong technical aptitude, with familiarity in civil design
Excellent leadership, communication, and problem-solving skills
A strong bias toward action, and comfort having a point of view, and when appropriate working independently with limited guidance
Willingness to travel up to 50%, with flexibility for fieldwork and remote engagements
Vacancy posted a month ago
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