Head of Customer Success

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

We're looking for a Head of Customer Success who will be a player-coach focused on building foundational retention strategies, scaling team processes, and aligning product value with revenue. This role reports to the Head of Sales and will be based from our San Francisco HQ.

WHAT YOU'LL DO

Scale the Function: hire, train, and mentor the initial Customer Success team, fostering a culture of customer empathy and proactive partnership. Define Customer Journey: Build the end-to-end customer journey, including onboarding playbooks, renewal & expansion strategies, and QBR structures to ensure value realization for the customer. Drive Metrics (NRR/GRR): Proactively monitor health scores to reduce churn and identify expansion opportunities, reporting regularly to executive leadership. Product Liaison: Act as the voice of the customer to inform the product roadmap, ensuring the platform addresses client pain points and adoption barriers. Cross-functional Leadership: Align success initiatives with Sales for hand-offs and Marketing for case studies/advocacy.

WHAT YOU'LL BRING

8+ years in Customer Success, Account Management, or Consulting, ideally within SaaS 2+ years of people management experience Experience scaling teams at early-stage startups (Series A-C) Proven ability to drive retention and expansion metrics Understanding of change management best practices, and how to apply them to complex enterprise to drive successful adoption Strong empathy for customers and a passion for revenue growth Willing to roll up your sleeves and be a player as needed

BONUS POINTS

Understanding of Government, Utilities and AEC

HOW WE WORK

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.

COMPENSATION & BENEFITS

The base salary range for this role is $174,750 - $193,500. This role has an 80/20 base to commission split, bringing total OTE to $209,700 - $232,200. Cash is only one part of your total compensation package at CivilGrid, which also includes meaningful early-stage equity, comprehensive benefits, and the opportunity to shape a category-defining company. The base salary range listed above may encompass various levels and/or geographic locations; final offers are determined based on the candidate's experience, skills, level, and work location. Additionally, we offer: Company-funded medical, dental, and vision insurance — including medical plans at no cost to the employee FSA (health and dependent care) Unlimited PTO and a culture that expects you to actually use it 401(k) plan Flexible, remote-friendly work environment A high-trust team, real ownership, and the chance to do the most meaningful work of your career

EQUAL EMPLOYMENT OPPORTUNITY

CivilGrid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, pregnancy, or any other characteristic protected by federal, state, or local law. Employment decisions at CivilGrid are based on business needs, job requirements, and individual qualifications. If you require a reasonable accommodation to participate in the application or interview process, please contact us — we're happy to help.