Strategic Customer Success Manager
New
C
CivilGridCivil infrastructure software
This is a remote position, but our primary location preference is Texas. We are also considering candidates in Colorado, Georgia, Kansas City (MO), and Chicago. We are not considering candidates located outside of these markets at this time.Full-TimeManager
SalaryThe OTE for this role is $130,000 - $190,000 with a 70/30 base to commission split. Offers Equity.
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Job Details
- Experience
- 6+ years in customer success, account management or consulting roles
- Required Skills
- Customer Success
Requirements
- Have 6+ years of experience in customer success, account management or consulting.
- Have experience managing enterprise accounts with complex, multi-stakeholder buying groups.
- Show a track record of driving renewals and expansion in large accounts.
- Bring experience with utilities, DOTs, public agencies or AEC firms; this is preferred.
- Be comfortable leading QBRs or EBRs with VPs and holding technical conversations with GIS leads.
- Demonstrate commercial instincts and the ability to build a business case and quantify ROI.
- Bring strong technical aptitude and familiarity with civil design, utility operations or infrastructure data.
- Be able to work independently with limited guidance.
- Be willing to travel 30–50% for on-site executive meetings, account planning sessions and fieldwork.
- Civil engineering, utilities or a related-field background is a bonus.
- Experience at an early-stage or high-growth SaaS company is a bonus.
- CAD and/or GIS experience is a bonus.
Responsibilities
- Own strategic enterprise accounts through pilots, adoption, account health, renewal and expansion.
- Build account plans covering organizational structure, stakeholders, business priorities and opportunities across departments and regions.
- Maintain relationships with executive sponsors and day-to-day customer champions.
- Lead executive business reviews that connect 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 by identifying new teams, use cases and products, and co-owning the commercial motion.
- Identify and reduce risk, and coordinate escalations across Product, Engineering and Operations.
- Bring structured customer feedback to Product to inform the roadmap around enterprise requirements.
- Develop case studies and references with flagship customers.
- Help build the enterprise customer success playbook, including account planning, executive business review frameworks and health scoring.
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