Customer Success Manager

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

PermitFlow is seeking a Customer Success Manager to support our midmarket customer base. Reporting directly to the VP, Customer Success, you’ll be responsible for driving value across your customer base from onboarding through renewal. This role requires a proactive team player who thrives in ambiguity and takes a customer-first approach, balancing the needs of our customers’ businesses with PermitFlow’s strategic priorities.

- Manage a book of business comprised primarily of contractors and developers in the construction industry, and nurture stakeholder relationships with decision makers and influencers

- Own customer rollout, lifecycle management, and renewal for your book of business

- Collaborate with our Permit Operations team to onboard clients and ensure their continued satisfaction with the platform

- Proactively build and project-manage intervention plans for at-risk customers

- Engage with Product and Operations leadership to provide user feedback and play a key role in developing the product roadmap

- Collaborate on internal initiatives, building processes, and laying groundwork for future CSMs

- 3+ years of experience managing mid market customers at early-stage tech startups

- Proven ability to turn product usage data into insights that drive customer success and ROI

- Strong analytical skills, comfortable using BI dashboards to inform success strategies

- Excellent communication and negotiation skills, with the ability to deliver presentations and demonstrations effectively