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Customer Success Manager
4 months ago
About PermitFlow
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 $5.5m+ led by Initialized Capital, Y Combinator, and the founders and executives from Zillow, PlanGrid, Thumbtack, Opendoor, Bluebeam, Uber, Twitter, HubSpot, Procore, Yelp, Brex, and more.
Our team is remote first and consists of architects, structural engineers, permitting experts, and workflow software specialists, all who have personally experienced the pain of permitting.
Who you are?
Customer Focused: Build and maintain strong, long-lasting customer relationships, understand their needs, and ensure their satisfaction with the PermitFlow software.
B2B Software Customer Success Expert: Managed customers with 5-6 figure ACVs, and possess the proactiveness, thoroughness, and detail-orientation needed to be successful.
Thought Leader: Act as a key player in the CS process, iterating adoption all the way through advocacy.
Analytical: Willing and able to gather, format, and interpret data to leverage in customer conversations. You are comfortable using numbers to defend your opinions.
What You’ll Do
As an early Customer Success Manager at PermitFlow, you’ll work alongside the Head of Customer Success to both support our rapidly-growing customer base, and develop and iterate on processes.
Manage a book of business comprised primarily of contractors and developers
Own customer rollout, lifecycle management, renewal and expansion for your book of business
Build and maintain stakeholder relationships with decision makers and influencers
Work in close partnership with our permit operations team to ensure customers are satisfied with the value they’re getting from our software and service
Effectively build and project-manage intervention plans for at-risk customers
Engage with product and operations leadership to provide user feedback and inform the product roadmap
Collaborate with the Head of Customer Success on internal initiatives, building process and laying the groundwork for future CSMs
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
2-3 years of experience within the early stage tech startup space
Excellent communication and negotiation skills, with the ability to deliver presentations and demonstrations effectively
Self-motivated and driven, with a passion for building strong customer relationships
Willing to dive in head first in the face of challenges and ambiguity
Experience in the construction industry (and ideally permitting) is a strong plus
Benefits
Competitive salary and equity packages
Home office & equipment stipend
Flexible working hours & unlimited PTO
Health, dental, and vision insurance
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