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PermitFlow is an applied AI company transforming construction permitting and compliance workflows. The company has raised over $90M from top-tier investors including Accel, Kleiner Perkins, and Y Combinator, and serves the $1.6T construction industry by helping builders navigate permitting, licensing, inspections, and project closeouts through AI-powered agents.
You will lead and scale PermitFlow's enterprise or midmarket Customer Success team, reporting directly to the VP of Customer Success. You'll manage a team of 7-8 Customer Success Managers, owning gross and net retention metrics, customer expansion, and renewal outcomes for complex, multi-stakeholder accounts.
Key responsibilities include: leading and mentoring your CSM team to foster a high-performance, customer-centric culture; building and executing the enterprise engagement model including executive business reviews, mutual success plans, and structured rollout strategies across branches and regions; identifying at-risk customers and deploying proactive success interventions; serving as an executive sponsor and escalation point for C-suite and VP-level relationships at key accounts; ensuring the team delivers measurable outcomes aligned with customer objectives and company goals; partnering cross-functionally with Sales, Product, and Operations to improve customer experience and shape product roadmap priorities; and championing customer insights to inform strategic decisions.
You bring 4+ years of people leadership experience in Customer Success, including managing teams with retention or revenue accountability. You have 8+ years total Customer Success experience with substantial time managing complex, multi-stakeholder enterprise accounts. You own executive relationships with senior buyers at large organizations, possess strong analytical skills with BI dashboards and customer health metrics, and excel at clear documentation, analysis, communication, and coaching. You thrive in startup or high-growth environments with a builder's mindset and bias toward action.
PermitFlow offers competitive salary and meaningful equity, 100% company-paid medical/dental/vision coverage, 401(k), unlimited PTO, paid family leave, home office stipend, daily in-office meals, and commuter benefits. This is a hybrid role based in the NYC office, requiring in-office presence Monday, Wednesday, and Friday.
About PermitFlow
Real Estate / Construction Tech; SaaS / Enterprise Software — construction permitting workflow software.
