Senior Customer Success Programs & Strategy Lead

Remote Genie; New York (NY); Hybrid; USD 140,000 - 180,000; Full time

Benefits offered by this job

Competitive salary & equity

Medical, dental, vision

Flexible PTO & family leave

Home office stipend

Hybrid NYC office culture

Job summary

PermitFlow is an applied AI company redefining how America builds, with a growing CS organization. We are seeking a senior Customer Success leader in NYC to drive programs that accelerate time-to-value, retention, and revenue expansion.

You will partner with Implementation, CS, Sales, Product, and RevOps to scale our customer success machine, including health models, cadence, and risk management. This role requires strategic thinking, strong writing, and data-driven decision making.

Qualifications

• 5+ years in post-sales roles at a B2B SaaS company.
• 2+ years leading cross-functional programs end to end.
• Experience with renewals forecasting or capacity modeling.
• Strong data skills and ability to use AI for analysis.
• Strong writing and executive communication abilities.

Responsibilities

• Own the CS program portfolio and drive value, retention, and expansion.
• Build and maintain CS operating cadence with reviews and OKRs.
• Design processes and tooling changes across teams with adoption tracking.
• Coordinate with Product, Engineering, Sales, and RevOps to align priorities.
• Improve renewals forecasting and CS capacity planning with leadership input.
• Step in for the VP of CS in meetings and decisions as needed.
• Diagnose problems with data and define success before work starts.

Skills

Post-sales leadership

Change management

Forecasting

Data-driven analysis

Clear communication

Job description

PermitFlow is an applied AI company redefining how America builds, with a growing CS organization. We are seeking a senior Customer Success leader in NYC to drive programs that accelerate time-to-value, retention, and revenue expansion.

You will partner with Implementation, CS, Sales, Product, and RevOps to scale our customer success machine, including health models, cadence, and risk management. This role requires strategic thinking, strong writing, and data-driven decision making.