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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 nation's fastest-growing construction companies by automating permitting, licensing, inspections, and project closeouts.
You will lead and scale PermitFlow's midmarket Customer Success team as Sr. Manager/Director, reporting directly to the VP of Customer Success. This is a people leadership role managing 7 midmarket Customer Success Managers, with direct accountability for gross and net retention, adoption, expansion, and renewal metrics across the midmarket segment.
Key responsibilities include: leading, mentoring, and developing your team while fostering a high-performance, customer-centric culture; owning retention and revenue outcomes for the midmarket book; designing and refining the midmarket coverage model, segmentation, and engagement cadence as the business scales; identifying at-risk customers and deploying proactive success plans in partnership with CSMs; leading customer escalations and executive communications; ensuring measurable outcomes aligned with both customer objectives and company goals; and partnering cross-functionally with Sales, Product, and Operations to improve customer experience.
You will act as a champion of customer insights, informing strategic decisions and prioritization across the organization. The role is hybrid, based in the NYC office with in-office requirements Monday, Wednesday, and Friday.
Required qualifications: 4+ years in a people leadership position in Customer Success, including managing a team with retention or revenue accountability; 8+ years total Customer Success experience with midmarket segment exposure; strong analytical skills with BI dashboards and customer health metrics; excellent written and verbal communication, presentation, and coaching abilities; and experience in startup or high-growth environments with a builder's mindset.
About PermitFlow
Real Estate / Construction Tech; SaaS / Enterprise Software — construction permitting workflow software.
