WHY THIS ROLEWe'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 the Head of Sales and will be based from our San Francisco HQ.
WHAT YOU'LL DO- 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.
WHAT YOU'LL BRING- 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
BONUS POINTS- Understanding of Government, Utilities and AEC
HOW WE WORKWe'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 & BENEFITSThe base salary range for this role is $174,750 - $193,500. This role has an 80/20 base to commission split, bringing total OTE to $209,700 - $232,200.
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
