Strategic Customer Success Manager

CivilGrid; Athens (GA); Remote; USD 110,000 - 165,000; Full time

Benefits offered by this job

Equity

Medical, dental, and vision insurance

Remote-friendly culture

Flexible work environment

Job summary

CivilGrid is seeking a Strategic Customer Success Manager to own enterprise relationships across utilities, state DOTs, and national engineering firms. You’ll lead pilots, adoption, health, renewals and expansions, reporting to the Manager of Customer Success.

This is a remote role with a Texas location bias, managing a portfolio end to end. You’ll build strategic plans, foster executive sponsorship, and drive product feedback into a scalable CS playbook while pursuing growth through cross-team

Qualifications

• 6+ years in customer success, account management or consulting roles with enterprise accounts.
• Domain experience in construction technology, civil engineering, utilities or AEC.
• Proven track record of renewals and expansions with executives.
• Strong commercial instincts and the ability to build a business case with ROI.
• Willingness to travel 30–50% for on-site executive meetings.

Responsibilities

• Own CivilGrid's largest and most complex enterprise accounts end to end.
• Build strategic account plans mapping org structure, stakeholders and priorities.
• Lead executive business reviews tying CivilGrid usage to outcomes.
• Drive expansion with Account Executives and co-own the commercial motion.
• Spot and reduce risk and run escalations across Product, Engineering and Operations.
• Bring voice-of-customer input to Product and shape the enterprise roadmap.
• Develop case studies and references with flagship customers.
• Help build CivilGrid’s enterprise CS playbook including health scoring.

Skills

Customer success

Account management

Executive communication

ROI storytelling

Strategic planning

Travel 30-50%

Tools

CAD

GIS

Job description

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.

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. This role reports to the Manager of Customer Success. This is a remote position, but our primary location preference is Texas. 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
• 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

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

BONUS POINTS

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.

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. Company-funded medical, dental, and vision insurance — including medical plans at no cost to the employee

• Flexible, remote-friendly work environment
• 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.