[Hiring] Head of Customer Success @CivilGrid

Role Description

We'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.

• 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.

Qualifications

• 8+ years in Customer Success, Account Management, or Consulting, ideally within SaaS.
• 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.
• Understanding of Government, Utilities and AEC are preferred.
• Willing to roll up your sleeves and be a player as needed.

Benefits

• Interesting and challenging work.
• Lots of room for growth.
• Competitive salary and equity.
• Company funded health insurance (medical, dental, and vision); including medical plans of no cost to the employee.
• Flexible and remote-friendly work environment.
• FSA (health and dependent care).
• Unlimited PTO.