Head of Customer Success

CivilGrid

Head of Customer Success at CivilGrid responsible for retention strategies and team leadership. Overseeing customer journeys and aligning product value with revenue in a collaborative environment.

Posted 7/24/2026full-timeSan Francisco • California • 🇺🇸 United StatesLead💰 $174,750 - $193,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success management, including team scaling, customer journey definition, and metrics-driven retention strategies. Proven ability to lead cross-functional initiatives and act as a product liaison to enhance customer value and drive revenue growth.

Highest-signal resume keywords

Customer Success ManagementTeam ScalingRetention MetricsCross-Functional LeadershipChange Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey MappingOnboarding PlaybooksRenewal StrategiesExpansion StrategiesHealth Score Monitoring

Soft Skills

Empathy for CustomersMentoringProactive PartnershipCollaboration

Industry Keywords

SaaSAccount ManagementConsultingEarly-Stage StartupsQBR Structures

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Benefits

Comp & perks

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