Experience: 8+ years
- Lead, mentor, and develop a team of 8 Enterprise Customer Success Managers, fostering a high-performance, customer-centric culture.
- Own gross and net retention for the enterprise segment, including multi-stakeholder adoption, expansion, and renewal.
- Build and own the enterprise engagement model: executive business reviews, mutual success plans, multi-threaded relationship maps, and structured rollout plans across branches, regions, or business units.
- Partner with CSMs to identify at-risk customers and deploy proactive success plans, with direct involvement in the highest-value accounts.
- Serve as an executive sponsor and escalation point, holding C-suite and VP-level relationships at key accounts.
- Ensure the team delivers measurable outcomes that align with both customer objectives and PermitFlow's business goals.
- Partner cross-functionally with leaders across Sales, Product, and Operations to improve the customer experience and shape roadmap priorities for enterprise needs.
- Act as a champion of customer insights to inform strategic decisions and prioritization.
- 4+ years of experience in a people leadership position in Customer Success, including experience managing a team carrying a retention or revenue number
- 8+ years of experience in Customer Success, with meaningful time in an enterprise segment managing complex, multi-stakeholder accounts
- Experience owning executive relationships with senior buyers at large organizations
- Strong analytical skills and comfort with BI dashboards, customer health metrics, and data-driven decision-making
- Adept at producing clear documentation, thoughtful analysis, concise internal communication, polished presentations, and direct, effective coaching
- Experience in startup or high-growth environments, with a builder's mindset and bias toward action
- Competitive salary and meaningful equity in a high-growth company
- 100% company-paid base medical, dental, and vision coverage for employees + healthcare FSA
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