Job Overview
Location
New York City, NY
Job Type
Full-time
Category
Product Management
Date Posted
June 13, 2026
Full Job Description
đź“‹ Description
- • Lead and develop a team of Implementation Managers and Specialists responsible for customer onboarding from contract signature through the first 90 days of partnership.
- • Coach Implementation Managers through complex enterprise launches, including managing escalations and at-risk accounts with high stakes and operational complexity.
- • Serve as the leadership sponsor for the most critical customer launches, acting as the internal advocate for customers during cross-functional tradeoffs involving Product, Operations, and Customer Success.
- • Establish and maintain a rigorous operating cadence including weekly 1:1s, pipeline reviews, account health assessments, and post-mortems on every customer onboarding account.
- • Partner closely with Sales to ensure seamless handoffs from closure to implementation, and with Customer Success to facilitate smooth transitions to ongoing ownership.
- • Collaborate with Operations to align service delivery processes with customer onboarding needs and ensure consistent execution.
- • Hire ahead of growth by recruiting and rapidly ramping new Implementation Managers to full ownership, scaling the team in alignment with company expansion.
- • Identify recurring patterns causing launch delays and customer friction, then implement solutions through process improvements, tooling enhancements, or targeted training programs.
- • Codify best practices and standardized workflows into actionable playbooks that the implementation team can consistently execute without supervision.
- • Own the key metrics that determine customer retention and successful onboarding outcomes, translating data into strategic actions to improve adoption and satisfaction.
- • Operate in a regulated, operationally complex environment where customer workflows extend beyond software into physical permitting, licensing, inspections, and compliance systems.
- • Maintain clear, direct written communication with customers and internal stakeholders to ensure accountability and alignment on commitments and timelines.
- • Travel up to 25% to support customer launches, team development, and cross-functional alignment across key markets.
- • Work in-person at the New York City office on a hybrid schedule: Mondays, Wednesdays, and Fridays required in-office.
- • Drive the implementation function’s evolution as PermitFlow scales its AI-powered platform for construction permitting, licensing, inspections, and project closeouts across the U.S.
- • Contribute to building the AI infrastructure that accelerates housing, clean-energy, and infrastructure development by ensuring customers successfully adopt and derive value from the platform.
🎯 Requirements
- • 8+ years of experience in implementation, onboarding, or professional services
- • 4+ years managing an implementation, onboarding, or professional services team, including developing senior individual contributors or other managers
- • Proven track record of scaling B2B SaaS onboarding teams during periods of rapid growth, not just maintaining steady-state operations
- • Strong project management skills: scoping, sequencing, milestone tracking, and unblocking work across internal and customer teams
- • Experience operating in regulated or operationally complex environments where work involves non-software components (e.g., permitting, inspections)
- • Clear, direct written communication skills and ability to hold customers and internal partners accountable to commitments without friction
🏖️ Benefits
- • Competitive salary and meaningful equity in a high-growth company
- • 100% company-paid base medical, dental, and vision coverage for employees + healthcare FSA
- • 401(k) savings plan
- • Unlimited PTO and paid family leave
- • Home office & equipment stipend
- • Daily in-office lunch and dinner provided
- • Commuter benefits (pre-tax transit and parking)
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
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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