Strategic 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.

As a Strategic Customer Success Manager, you'll own Civil Grid's largest and most complex customer relationships. These include enterprise utilities, state DOTs, and national engineering firms, where Civil Grid is rolling out across many teams, regions and projects. You'll be the executive-level partner for these accounts. You'll turn early wins into organization-wide adoption, multi-year renewals and expansion. This role reports to the Manager of Customer Success.

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.

• 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 Civil Grid 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: 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 Civil Grid’s enterprise CS playbook, including account planning, E  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; ideally utilities, DOTs, public agencies or AEC firms is a strong preference
• Comfort working with executives: you can run a Q /E  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
• A strong bias…