Head of Customer Success

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.

We're looking for a Head of Customer Success who will be a player-coach focused on building foundational retention strategies, scaling team processes, and aligning product value with revenue.

This role reports to our Head of Sales and will be based from our San Francisco HQ.

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  Scale the Function: hire, train, and mentor the initial Customer Success team, fostering a culture of customer empathy and proactive partnership.

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  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.

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  Drive Metrics (NRR/GRR): Proactively monitor health scores to reduce churn and identify expansion opportunities, reporting regularly to executive leadership.

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  Product Liaison: Act as the voice of the customer to inform the product roadmap, ensuring the platform addresses client pain points and adoption barriers.

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  Cross-functional Leadership: Align success initiatives with Sales for hand-offs and Marketing for case studies/advocacy.

• 8+ years in Customer Success, Account Management, or Consulting, ideally within SaaS

• 2+ years of people management experience

• 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

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.