[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.ResponsibilitiesScale the Function: hire, train, and mentor the initial Customer Success team, fostering a culture of customer empathy and proactive partnershipDefine Customer Journey: Build the end-to-end customer journey, including onboarding playbooks, renewal & expansion strategies, and QBR structures to ensure value realization for the customerDrive Metrics (NRR/GRR): Proactively monitor health scores to reduce churn and identify expansion opportunities, reporting regularly to executive leadershipProduct Liaison: Act as the voice of the customer to inform the product roadmap, ensuring the platform addresses client pain points and adoption barriersCross-functional Leadership: Align success initiatives with Sales for hand-offs and Marketing for case studies/advocacySkills8+ years in Customer Success, Account Management, or Consulting, ideally within SaaSExperience scaling teams at early-stage startups (Series A-C)Proven ability to drive retention and expansion metricsUnderstanding of change management best practices, and how to apply them to complex enterprise to drive successful adoptionStrong empathy for customers and a passion for revenue growthWilling to roll up your sleeves and be a player as neededUnderstanding of Government, Utilities and AECBenefitsInteresting and challenging workLots of room for growthCompetitive salary and equityCompany funded health insurance (medical, dental, and vision); including medical plans of no cost to the employeeFlexible and remote-friendly work environmentFSA (health and dependent care)Unlimited PTOCompany OverviewCivilGrid is a construction intelligence platform combining layers of utility, environmental, and geotechnical site data. It was founded in 2020, and is headquartered in San Francisco, CA, US, with a workforce of 11-50 employees. Its website is http://www.civilgrid.com.