Enterprise Customer Success Manager (Founding)

PermitFlow; New York (NY); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Equity packages

100% paid health, dental & vision

Company issued laptop

Home office stipend

Lunch & Dinner via UberEats

Commuter benefits

Team building events

Unlimited PTO

Job summary

PermitFlow is seeking a Founding Enterprise Customer Success Manager in New York to own a high-value portfolio, drive strategic rollouts with leadership, and scale the CS function for growth.

You will manage onboarding, retention, and expansion for enterprise clients, aligning product direction with customer needs and introducing AI-powered improvements for efficiency and impact.

Qualifications

• 7+ years across B2B SaaS Customer Success, Account Management, or Strategic Operations with a track record of managing enterprise-level customers with high ACVs ($300K+) and complex requirements.
• Builder mindset with scrappy, self-starter approach and ability to thrive in ambiguity.
• Customer-first thinker who can align customer needs with company priorities.

Responsibilities

• Own a high-value book of business across onboarding, retention, renewals, and expansion for enterprise residential and home services customers.
• Lead strategic rollouts with the CEO and Head of CS to maximize renewals and expansions.
• Design and execute customer success strategies that drive product adoption and measurable value; build repeatable processes for scale.

Skills

Enterprise CS

Account Management

Strategic Ops

B2B SaaS

Renewals

AI adoption

Job description

• 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
• 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
• 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

Benefits

• Equity packages
• 100% Paid health, dental & vision coverage
• Company issued laptop
• Home office & equipment stipend
• Lunch & Dinner provides via UberEats w/ a fully stocked kitchen
• Commuter benefits
• Team building events
• Unlimited PTO

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 requirementsA builder’s mindset: you bring a scrappy, self-starter mindset and thrive in ambiguity, driving clarity, collaboration, and progress in a fast-paced startup environmentThe 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 prioritiesBonus: experience in construction tech, operations-heavy industries, or permitting workflowAI-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 workflowsHolistic Customer Success Experience: You have experience from onboarding and implementation, to owning strategic relationship to navigating commercial aspects of the client