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Customer Engagement Manager

2 months ago

New York, New York, United States PermitFlow Full time
Job OverviewAbout PermitFlow

PermitFlow is dedicated to enhancing and simplifying the construction permitting process within the expansive $1.6 trillion construction sector in the United States. Our innovative software accelerates the permitting timeline, facilitating end-to-end support including permit research, application preparation, submission, and ongoing monitoring.

Having secured over $5.5 million in funding from prominent investors such as Initialized Capital and Y Combinator, along with contributions from industry leaders at Zillow, PlanGrid, Thumbtack, Opendoor, Bluebeam, Uber, Twitter, HubSpot, Procore, Yelp, and Brex, we are poised for significant growth.

Our remote-first team comprises architects, structural engineers, permitting specialists, and workflow software experts, all of whom have firsthand experience with the challenges of the permitting process.

Who You Are:
  • B2B Software Customer Success Professional: You possess experience managing clients with substantial annual contract values, demonstrating a proactive, detail-oriented approach.
  • Customer-Centric: You excel at building and nurturing enduring customer relationships, understanding their business needs, and aligning PermitFlow's solutions with their growth objectives.
  • Industry Thought Leader: You play a pivotal role in the customer success journey, driving adoption and fostering advocacy.
  • Data-Driven: You adopt an analytical mindset, adept at gathering, formatting, and interpreting data to enhance customer interactions.
Your Responsibilities:

As an early-stage Customer Success Manager at PermitFlow, you will collaborate closely with the Head of Customer Success to support our expanding customer base while refining and enhancing our processes.

  • Manage a portfolio primarily consisting of contractors and developers within the construction sector, cultivating relationships with key decision-makers and influencers.
  • Oversee customer onboarding, lifecycle management, renewals, and expansion initiatives for your assigned accounts.
  • Work in tandem with our Permit Operations team to ensure client satisfaction and successful platform integration.
  • Proactively develop and manage intervention strategies for customers at risk of disengagement.
  • Engage with Product and Operations leadership to relay user feedback and contribute significantly to the product development roadmap.
  • Collaborate with the Head of Customer Success on internal projects, establishing processes and laying the foundation for future Customer Success Managers.

The ideal candidate is a proactive team player, ready to tackle challenges head-on, and possesses a customer-first mindset that harmonizes our clients' needs with our organizational priorities.


Qualifications:
  • 2-3 years of experience in the early-stage technology startup environment.
  • Exceptional communication and negotiation skills, capable of delivering impactful presentations and demonstrations.
  • Self-driven and motivated, with a strong passion for cultivating customer relationships.
  • Prepared to confront challenges and ambiguity with confidence.
  • Experience in the construction industry, particularly in permitting, is highly advantageous.

Benefits:
  • Equity options
  • Competitive salary
  • Comprehensive health, dental, and vision coverage at no cost
  • Company-provided laptop
  • Home office and equipment stipend
  • Meals provided through UberEats with a fully stocked kitchen
  • Commuter benefits
  • Team-building activities
  • Unlimited paid time off