Manager, Customer Success

PermitFlow Inc.

Job Overview

Location

New York City, NY

Job Type

Full-time

Full Job Description

📋 Description

• As the Manager, Customer Success at PermitFlow, you will lead and scale a high-performing midmarket Customer Success team of six Customer Success Managers, directly impacting customer retention, expansion, and advocacy in a mission-driven AI company transforming the $1.6T construction industry through intelligent automation of permitting, licensing, inspections, and project closeouts.
• You will own end-to-end customer lifecycle management for midmarket clients, overseeing seamless onboarding, driving product adoption, identifying expansion opportunities, and leading renewal strategies to ensure customers achieve measurable business outcomes aligned with PermitFlow’s goal of accelerating housing, clean-energy, and infrastructure development.
• You will partner closely with CSMs to proactively identify at-risk accounts through health scoring and BI dashboards, design and execute targeted success plans, lead executive-level escalations, and ensure rapid resolution to protect revenue and strengthen customer trust during critical project phases.
• You will collaborate cross-functionally with Sales, Product, and Operations leaders to translate customer feedback into product improvements, refine go-to-market strategies, and elevate the overall customer experience by advocating for client needs in roadmap prioritization and process optimization.
• You will mentor and develop your team through regular coaching, performance feedback, and career development planning, fostering a customer-centric, data-informed culture where CSMs are empowered to act as trusted advisors and strategic partners to construction industry leaders.
• You will produce clear, actionable insights from customer interactions and usage data, delivering polished presentations and reports to leadership that inform strategic decisions, influence product direction, and demonstrate the team’s impact on net revenue retention and customer advocacy.
• You will operate in a hybrid NYC-based role (Monday, Wednesday, Friday in-office) with direct access to executive leadership, contributing to PermitFlow’s rapid growth following its $90M Series B funding from top-tier investors including Accel, Kleiner Perkins, Initialized, Y Combinator, Felicis, and Altos Ventures, and helping scale AI infrastructure that powers the next wave of reindustrialization across data centers, factories, housing, and renewables.

🎯 Requirements

• 2+ years of proven people leadership experience in Customer Success with a track record of driving team-based revenue growth, logo retention, and customer expansion
• 5+ years of hands-on experience in Customer Success roles, preferably in B2B SaaS or high-growth technology environments
• Strong analytical proficiency with BI tools, customer health scoring, and data-driven decision-making to identify trends, predict churn, and optimize success strategies
• Excellent communication skills including ability to produce clear documentation, deliver polished presentations, provide effective coaching, and engage executives with clarity and confidence
• Demonstrated success in startup or high-growth settings with a builder’s mindset, bias toward action, and ability to thrive in ambiguous, fast-paced environments

🏖️ Benefits

• Competitive salary and meaningful equity stake in a high-growth AI company backed by $90M in venture funding from top-tier investors
• Comprehensive medical, dental, and vision coverage for employees and dependents
• Flexible PTO policy and paid family leave to support work-life balance and personal well-being
• Home office and equipment stipend to ensure productive remote work setup
• Hybrid NYC office culture with in-office lunch and dinner provided three days per week, fostering collaboration and team connection
• Direct access to leadership and opportunity to shape the future of Customer Success in a company powering AI-driven transformation in construction

Skills & Technologies

Hybrid

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PermitFlow Inc.

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About PermitFlow Inc.

PermitFlow provides cloud-based software that streamlines building permit applications for construction projects across the United States. The platform automates form completion, submits documents to local jurisdictions, tracks review status, and centralizes communication among architects, contractors, and municipal staff. By digitizing traditionally manual workflows, the company reduces approval times, minimizes errors, and lowers administrative costs for residential, commercial, and industrial developments. Founded in 2021 and headquartered in San Francisco, PermitFlow integrates with project management and CAD tools to give stakeholders real-time visibility into permitting progress.

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