Customer Success Manager - US East

Customer Success Manager

Civil Grid 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 Civil Grid 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.

We're expanding our Customer Success team! As a Customer Success Manager, your job will be facilitating an amazing Civil Grid experience for our customers. At Civil Grid, 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 Civil Grid's platform.

This role reports to our Head of Customer Success and will be based in the Eastern US.

Perform internally and externally facing quarterly account reviews

Deploy Civil Grid to new accounts, performing on-site training as needed

Respond in a timely fashion to customer questions, and collaborate with Civil Grid 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 Civil Grid 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 Civil Grid, advocating for their needs across product development and sales teams

Provide technical expertise on civil engineering

Further develop Civil Grid's customer success playbook

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

A background in civil engineering or related fields

CAD and/or GIS experience is a plus

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.

The OTE for this role is $120,000 - $180,000 with a 70/30 base to commission split. Cash is only one part of your total compensation package at Civil Grid, 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…