Lead, mentor, and develop a team of 6 Customer Success Managers, fostering a high-performance, customer-centric culture.
Oversee onboarding, adoption, and renewal across our midmarket customer base.
Partner with CSMs to identify at-risk customers and deploy proactive success plans.
Lead customer escalations and executive communications, ensuring fast resolution and strong outcomes.
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
Act as a champion of customer insights to inform strategic decisions and prioritization.

2+ years of experience in a people leadership position in Customer Success, with proven results driving revenue and logo retention across your team
5+ years of experience in Customer Success
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
Comprehensive medical, dental, and vision coverage
Flexible PTO and paid family leave
Home office & equipment stipend
Hybrid NYC office culture (3 days in-office/week) with direct access to leadership
In-Office Lunch & Dinner Provided

Customer Success Manager

Key skills