Customer Success Manager - US East

About the 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 the Manager of Customer Success and will be based in the Eastern US.

Responsibilities

• 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

Requirements

• 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

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

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.
• 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.