Head of Customer Success

Company Description

CivilGrid is a venture-backed SaaS construction tech company building the "Google Maps for the Underground." Come help us disrupt a $4.7T US industry segment that desperately needs innovation. This opportunity has tremendous upside as it scales.

CivilGrid aggregates public and proprietary utility, geotechnical, environmental, and jurisdictional data. The consolidated information is sold via our collaborative SaaS mapping platform to engineers and developers who need it to make early-stage decisions on real estate and infrastructure projects. Real time data access reduces labor and project delays, accelerates decision making and reduces project risk. Collaborative features ensure faster information flow and decisioning inside and outside the organization and better project insight retention over time.

Role Summary

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.

Responsibilities

• 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.

Is this you?

• 8+ years in Customer Success, Account Management, or Consulting, ideally within SaaS.

• 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

• Understanding of Government, Utilities and AEC are preferred

• Willing to roll up your sleeves and be a player as needed

Benefits and perks

• Interesting and challenging work

• Lots of room for growth

• Competitive salary and equity

• Company funded health insurance (medical, dental, and vision); including medical plans of no cost to the employee

• Flexible and remote-friendly work environment

• FSA (health and dependent care)

• Unlimited PTO