Enterprise Customer Success Manager

Title: Enterprise Customer Success Manager

Location: San Francisco, CA

Reporting Structure: This role reports to the CEO.

Company Description

CivilGrid is a venture-backed SaaS construction tech company building the "Google Maps for the Underground." Come help us disrupt a $4.7T US industry segment that desperately needs innovation. This opportunity has tremendous upside as it scales.

CivilGrid aggregates public and proprietary utility, geotechnical, environmental, and jurisdictional data. The consolidated information is sold via our collaborative SaaS mapping platform to engineers and developers who need it to make early-stage decisions on real estate and infrastructure projects. Real time data access reduces labor and project delays, accelerates decision making and reduces project risk. Collaborative features ensure faster information flow and decisioning inside and outside the organization and better project insight retention over time.

Responsibilities

We’re seeking a highly motivated and outcomes-driven Enterprise Customer Success Manager to join our team. The ideal candidate will play a critical role in both pre- and post-sales phases, ensuring customers achieve meaningful outcomes from CivilGrid. You’ll partner closely with our Account Executives and product experts to design and deliver successful pilots, drive adoption, and guide long-term customer growth. You’ll operate as a trusted advisor to customers and an internal champion for their needs, shaping how CivilGrid defines success for years to come.

You will be responsible for:

Pre-Sales & Pilot (30–40%)

• Engage with prospects before deal close to lead pilot programs.

• Partner with AEs to define success criteria, KPIs, and pilot execution plans.

• Ensure systems and workflows are correctly configured for pilot delivery.

• Lead communications and training for pilot participants.

• Deliver pilot results and success reports to executive champions.

Post-Sales & Deployment (60–70%)

• Own customer success through implementation, deployment, and adoption.

• Coordinate across complex customer orgs (50–500 users, $2–15M ARR per account).

• Manage internal change management and communications to drive adoption.

• Identify opportunities for expansion and upsell (AEs lead larger commercial growth).

• Ensure high levels of satisfaction, retention, and value realization.

Is this you?

• 5–10 years of experience in Enterprise SaaS Customer Success or similar client-facing roles.

• Have led software implementations or change management in large, complex organizations.

• Thrive in an early-stage environment where you can build processes from the ground up.

• Communicate clearly and confidently with both executive sponsors and end users.

• Can “herd cats” — managing multiple stakeholders and competing priorities with grace.

• Are a critical thinker and builder who’s hands-on and solution-oriented.

• Open to about 50% travel for pilots, QBRs, annual reviews, etc.

Preferred Background

• Experience in utilities, infrastructure, or government tech (e.g., OpenGov, Urbint, LocusView, IFS, CopperLeaf, or other UtilityTech or GovTech companies).

• Proven success driving enterprise software adoption and customer growth.
  Familiarity with workflow integrations and SaaS deployments (not deeply technical, but able to learn product workflows quickly).

#Perks

• Work directly with leadership to build the CS playbook from the ground up.

• Partner with top-tier clients in critical infrastructure and energy.

• Join a collaborative, high-performing team that values ambition, humility and execution.

• Competitive compensation and growth opportunity as we scale our customer success organization.

• Health insurance

• Flexible and hybrid-friendly work environment

• FSA (health and dependent care)

• Unlimited PTO