Enterprise Customer Success Manager

Enterprise Customer Success Manager

PermitFlow's mission is to streamline and simplify construction permitting in the $1.6 trillion United States construction market. Our software reduces time to permit, supporting permitting end-to-end including permit research, application preparation, submission, and monitoring.

We've raised a $31m Series A led by Kleiner Perkins with participation from Initialized Capital, Y Combinator, Felicis Ventures, Altos Ventures, and the founders and executives from Zillow, PlanGrid, Thumbtack, Bluebeam, Uber, Procore, and more.

Our team consists of architects, structural engineers, permitting experts, and workflow software specialists, all who have personally experienced the pain of permitting.

Who You Are?

As our first Enterprise Customer Success Manager, you'll take ownership of our most complex, high-value customer relationshipscontractors and developers that are reshaping the built world. This role goes beyond managing accounts; it's about driving value, influencing product direction, and helping build the CS function for scale.

You'll work closely with the CEO and Head of Customer Success to lead strategic rollouts, maximize renewals and expansion, and implement processes that enable PermitFlow to deliver exceptional, repeatable outcomes across the enterprise customer base.

What You'll Do :

As an early Customer Success Manager at PermitFlow, you'll work to both support our rapidly-growing customer base and develop and iterate on processes.

B2B Enterprise Ownership : own a high-value book of businessprimarily enterprise residential and home services companiesacross onboarding, retention, renewals, and expansion.

Strategic Partnership : Build deep, strategic relationships with senior stakeholders, acting as a trusted advisor and partner in their long-term success.

Success Strategy & Advocacy : Design and execute customer success strategies that drive product adoption, deliver measurable value, and turn customers into PermitFlow evangelists

AI-Driven Innovation : Collaborate cross-functionally with our CEO, Product, Engineering, and Permit Operations to shape and deploy AI-powered solutions that drive business-changing impact for our customers

Proactive Risk and Retention Management : Leverage key customer success metrics and KPIs to proactively identify risks, develop mitigation plans, and ensure customer retention.

Scale Customer Success : Bring structure and scalability to the CS function by developing repeatable playbooks, reporting systems, and operational frameworksespecially in the context of LLM adoption and usage.

The ideal candidate for this role is a proactive team player that is willing to dive in head first in the face of ambiguity, and a customer-first thinker who can rationalize the needs of our customers' businesses with our own priorities.

Qualifications & Fit :

Proven experience : 7+ years across B2B SaaS Customer Success, Account Management, or Strategic Operations with a strong track record of managing enterprise-level customers with high ACVs ($300K+) and complex requirements

A builder's mindset : you bring a scrappy, self-starter mindset and thrive in ambiguity, driving clarity, collaboration, and progress in a fast-paced startup environment

AI-first approach : You're excited to work alongside top technical talent to help automate a massive and antiquated industry, and consistently use AI to enhance your own workflows

Bonus : experience in construction tech, operations-heavy industries, or permitting workflow

Benefits : Equity packages

Competitive Salary

100% Paid health, dental & vision coverage

Company issued laptop.

Home office & equipment stipend

Lunch & Dinner provided via UberEats w / a fully stocked kitchen

Commuter benefits

Team building events

Unlimited PTO

Interview Process :

20 minute initial assessment

20 minute interview with recruiter

30 minute hiring manager interview

30 minute role playing interview with hiring manager

30 minute interview with our CEO

Reference check

Offer!