Founding, Enterprise Customer Success Manager

PermitFlow is redefining how America builds. We're an applied AI company serving the nation's builders, tackling one of the largest information challenges in the economy: understanding what can be built, where, and how. Our AI agent workforce helps the fastest-growing construction companies navigate everything from permitting and licensing to inspections and project closeouts - accelerating housing, clean-energy, and infrastructure development across the country.

Despite being a $1.6T industry, construction still suffers from massive delays, wasted capital, and lost opportunity. PermitFlow has already delivered unprecedented speed, accuracy, and visibility to over $20B in development, helping contractors reduce compliance time, de-risk projects, and scale with confidence.

America is entering a CAPEX super-cycle, from data centers and factories to housing and renewables, and joining PermitFlow is building the AI at the heart of every construction project powering the next wave of re-industrialization.

We've raised over $90M, most recently completing our Series B, from top-tier investors including Accel, Kleiner Perkins, Initialized, Y Combinator, Felicis, and Altos Ventures, with backing from leaders at OpenAI, Google, Procore, ServiceTitan, Zillow, PlanGrid, and Uber.

Our HQ is in New York City with a hybrid schedule (3 in-office days per week). We prefer NYC-based candidates or those open to relocation.

Who you are?

As a Founding, Enterprise Customer Success Manager, you'll take ownership of our most complex, high-value customer relationships-contractors 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 a Founding 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 business-primarily enterprise residential and home services companies-across onboarding, retention, renewals, and expansion.
• Drive Onboarding and Implementation: Owning the relationship from Day 1 to ensure time to value is as efficient as possible
• 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 frameworks-especially 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
• Holistic Customer Success Experience: You have experience from onboarding and implementation, to owning strategic relationship to navigating commercial aspects of the client
• 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

What We Offer (Full Time Roles Only)

• Competitive salary and meaningful equity in a high-growth company
• Comprehensive medical, dental, and vision coverage
• Flexible PTO and paid family leave
• Home office & equipment stipend
• Hybrid NYC office culture (3 days in-office/week) with direct access to leadership
• In-Office Lunch & Dinner Provided

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