[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