Senior Manager, Strategic Programs & Customer Success

Wwshemi; New York (NY); Hybrid; USD 170,000 - 220,000; Full time

Benefits offered by this job

Equity

Medical/dental/vision insurance

Flexible PTO

Home office stipend

Hybrid NYC office culture

Lunch & dinner provided

Job summary

PermitFlow is seeking a Staff, Strategic Programs and Customer Success in New York City, NY. This hybrid, full-time role reports to the VP of Customer Success and focuses on building scalable CS programs, improving time-to-value, retention, and renewals across a growing B2B SaaS customer base.

You will partner with Implementation, Product, Sales, and RevOps to land cross-functional initiatives, lead forecasting efforts, and represent CS in executive reviews.

Qualifications

• 5+ years in post-sales roles at a B2B SaaS company.
• 2+ years leading cross-functional programs end-to-end.
• Experience with forecasting, capacity planning, and renewals.

Responsibilities

• Own the CS strategic program portfolio and drive initiatives to improve time-to-value, retention, expansion, and support efficiency.
• Build and maintain CS operating cadence: planning cycles, weekly reviews, OKR tracking, and executive reporting.
• Design and land process and tooling changes across Implementation, Support, and CS with training and adoption tracking.
• Act as CS point of contact for cross-functional work with Product, Engineering, Sales, and RevOps; align CS priorities with commitments from other teams.
• Optimize renewals forecasting and CS capacity planning: create forecast models, risk cadence, book sizing, and recommend hires with Finance and RevOps.
• Step in for the VP of Customer Success in meetings, escalations, and decisions as needed.
• Diagnose problems with data: pull numbers, build business cases, and define success criteria before starting.

Skills

Post-sales experience

Cross-functional leadership

Forecasting & capacity modeling

Data-driven

Strong writing & communication

Tools

BI tools

Job description

PermitFlow is seeking a Staff, Strategic Programs and Customer Success in New York City, NY. This hybrid, full-time role reports to the VP of Customer Success and focuses on building scalable CS programs, improving time-to-value, retention, and renewals across a growing B2B SaaS customer base.

You will partner with Implementation, Product, Sales, and RevOps to land cross-functional initiatives, lead forecasting efforts, and represent CS in executive reviews.