Strategic Customer Success Manager

This is a fully remote position, open to applicants in Colorado, +1 more state.

📋 Description

• Manage a portfolio of strategic enterprise accounts from start to finish, encompassing pilot phases, adoption, health monitoring, renewal, and expansion efforts.

• Develop and sustain strategic account plans that outline organizational structure, stakeholders, business objectives, and opportunities across various departments and regions.

• Cultivate relationships with executive sponsors and daily champions within accounts.

• Lead executive business reviews that link CivilGrid usage with customer outcomes.

• Collaborate with Solutions Engineers to devise pilot and deployment strategies, establish success criteria, and transition successful pilots into enterprise-wide implementations.

• Drive account expansion alongside Account Executives by pinpointing new teams, use cases, and products while sharing responsibility for commercial activities.

• Proactively identify and mitigate risks early, managing escalations across Product, Engineering, and Operations teams.

• Convey structured voice-of-customer feedback to Product teams, influencing the roadmap to align with enterprise needs.

• Create case studies and references in collaboration with flagship customers.

• Assist in the development of CivilGrid’s enterprise Customer Success playbook, which includes account planning, EBR frameworks, and health scoring systems.

• Serve as an exemplary model for the broader Customer Success team.

• Report directly to the Manager of Customer Success.

⛳️ Requirements

• Minimum of 6 years of experience in customer success, account management, or consulting roles, including oversight of enterprise accounts with intricate, multi-stakeholder buying groups.

• Proven history of facilitating renewals and expansions within large accounts, preferably in sectors such as utilities, DOTs, public agencies, or AEC firms.

• Capability to engage with executives, conduct QBR/EBR sessions with a VP, and hold technical discussions with GIS leads.

• Strong commercial acumen with the ability to build business cases and quantify return on investment (ROI).

• Solid technical knowledge, particularly in civil design, utility operations, or infrastructure data.

• Proactive approach, comfort in expressing opinions, and the sound judgment to operate independently with minimal guidance.

• Willingness to travel 30–50% for in-person executive meetings, account planning sessions, and fieldwork.

• Experience with CAD and/or GIS is advantageous.

• A background in civil engineering, utilities, or a related discipline is a plus.

• Experience in an early-stage or rapidly growing SaaS company is beneficial.

• Candidates must reside in Texas, Colorado, Georgia, Kansas City (Missouri), or Chicago.

• Flexibility to travel up to 50% and accommodate fieldwork and remote engagements.

• Must possess legal authorization to work in the United States.

🏝️ Benefits

• Significant early-stage equity opportunities.

• Company-sponsored medical, dental, and vision insurance, including medical plans at no cost to employees.

• Flexible Spending Account (FSA) for health and dependent care.

• Unlimited Paid Time Off (PTO).

• 401(k) retirement plan.

• A flexible, remote-friendly work environment.

• A high-trust team dynamic, genuine ownership, and the opportunity to engage in meaningful work.