[Remote] Head of Customer Success

Note: The job is a remote job and is open to candidates in USA. CivilGrid is a venture-backed SaaS construction tech company building the 'Google Maps for the Underground.' They are seeking a Head of Customer Success who will focus 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

Skills

• 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
• Willing to roll up your sleeves and be a player as needed
• Understanding of Government, Utilities and AEC

Benefits

• 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

Company Overview