A Customer Success Manager manages relationships with customers and works to make sure that customers are satisfied with a company's products or services. May provide technical or product support to customers. Establishes practices and policies to encourage good customer service. Manages customer success department staff.
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.
WHY THIS ROLE
We're expanding our Customer Success team! As a Customer Success Manager, your job will be facilitating an amazing CivilGrid experience for our customers. At CivilGrid, 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 CivilGrid's platform. This role reports to our Head of Customer Success and will be based in the Eastern
US. WHAT YOU'LL DO
Perform internally and externally facing quarterly account reviews Deploy CivilGrid to new accounts, performing on-site training as needed Respond in a timely fashion to customer questions, and collaborate with CivilGrid 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 CivilGrid 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 CivilGrid, advocating for their needs across product development and sales teams Provide technical expertise on civil engineering Further develop CivilGrid's customer success playbook
WHAT YOU'LL BRING
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
BONUS POINTS A
background in civil engineering or related fields CAD and/or GIS experience is a plus
HOW WE WORK
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.
COMPENSATION & BENEFITS
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 CivilGrid, 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 location. Additionally, we offer: Company-funded medical, dental, and vision insurance — including medical plans at no cost to the employee FSA (health and dependent care) Unlimited PTO and a culture that expects you to actually use it 401(k) plan Flexible, remote-friendly work environment A high-trust team, real ownership, and the chance to do the most meaningful work of your career
EQUAL EMPLOYMENT OPPORTUNITY
CivilGrid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, pregnancy, or any other characteristic protected by federal, state, or local law. Employment decisions at CivilGrid are based on business needs, job requirements, and individual qualifications. If you require a reasonable accommodation to participate in the application or interview process, please contact us — we're happy to help.
