Senior Manager/Director, Implementations

PermitFlow; New York (NY); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Equity

Medical, dental, vision

401(k)

Unlimited PTO

Home office stipend

Lunch & dinner provided

Commuter benefits

Job summary

PermitFlow is hiring a Senior Manager/Director of Implementation to build and lead the onboarding team from contract through the first 90 days and beyond. This in-person NYC role reports to the VP of Customer Success and will hire, mentor, and drive execution metrics for new customers.

The position combines people management with hands-on stewardship of complex enterprise launches, requiring oversight of escalations, account health, and cross-functional collaboration across Product, Ops, and CS.

Qualifications

• 4+ years managing an implementation, onboarding, or professional services team, including developing senior ICs or other managers.
• 8+ years in implementation, onboarding, or professional services.
• Proven track record scaling B2B SaaS onboarding teams through growth.

Responsibilities

• Coach Implementation Managers through complex enterprise launches, including escalations and at-risk accounts.
• Lead the highest-stakes launches and advocate for customers across Product, Ops, and CS.
• Run a tight operating cadence: 1:1s, pipeline reviews, account health reviews, post-mortems.
• Partner with Sales on handoffs, with CS on transition to ongoing ownership, and with Ops on delivery.
• Hire ahead of growth and ramp new IMs quickly to full ownership.
• Identify recurring launch friction patterns and codify improvements into playbooks.

Skills

Implementation leadership

B2B SaaS onboarding

Project management

Stakeholder management

Regulated environments

Written communication

Job description

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.

As the U.S. enters a new capex supercycle across data centers, factories, housing, and renewables, joining PermitFlow means building the AI infrastructure at the core of every construction project driving the next wave of reindustrialization.

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.

The Opportunity

We are hiring a Senior Manager/Director of Implementation to build and lead the team that owns customer onboarding from contract signature through their first 90 days of our partnership. Reporting to the VP Customer Success, this is a people-management position: you will hire, develop, and mentor a team of Implementation Managers and Specialists, set the bar for execution, and own the metrics that determine whether new customers stick.

This is an in-person position at our New York City office with a hybrid schedule (M/W/F in-office) and up to 25% travel.

What You'll Do

• Coach Implementation Managers through complex enterprise launches, including escalations and at-risk accounts
• Serve as the leadership sponsor on the highest-stakes launches and most complex at-risk accounts, and act as the internal advocate for the customer when tradeoffs come up across Product, Ops, and CS
• Run a tight operating cadence: 1:1s, pipeline reviews, account health reviews, and post-mortems on every account
• Partner with the Sales org on handoffs, with the Customer Success org on the transition to ongoing ownership, and with Ops on service delivery
• Hire ahead of growth and ramp new IMs quickly to full ownership
• Identify the recurring patterns behind launch slippage and customer friction, and close them through process, tooling, or training changes, codifying improvements into playbooks the team can run from

What We're Looking For

• 4+ years managing an implementation, onboarding, or professional services team, including experience developing senior ICs or other managers
• 8+ years in implementation, onboarding, or professional services
• A track record of scaling B2B SaaS onboarding teams through a period of growth, not just running a steady-state one
• Strong project management instincts: scoping, sequencing, milestone management, and unblocking work across internal and customer teams
• Comfort operating in regulated or operationally complex environments where the work is not purely software
• Clear, direct written communication and the ability to hold customers and internal partners to commitments without friction

What We Offer (Full-Time Roles Only)

• Competitive salary and meaningful equity in a high-growth company
• 100% company-paid base medical, dental, and vision coverage for employees + healthcare FSA
• 401(k) savings plan
• Unlimited PTO and paid family leave
• Home office & equipment stipend
• Daily in-office lunch and dinner provided
• Commuter benefits (pre-tax transit and parking)

PermitFlow provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, gender expression, or family status, as protected by applicable law.

We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. All employment decisions are based on merit, qualifications, and business needs.