B2B Enterprise Ownership: Own a high-value book of business across onboarding, retention, renewals, and expansion.
Drive Onboarding and Implementation: Orchestrate the customer journey from day 1 to ensure time to value is as efficient as possible
Strategic Partnership & Stakeholder Mapping: Build deep, strategic relationships with senior stakeholders, acting as a trusted advisor and partner in their long-term success.
Success Strategy & Advocacy: Design and execute customer success strategies that drive product adoption, deliver measurable value, and turn customers into PermitFlow evangelists
AI-Driven Product Innovation: Collaborate cross-functionally with our CEO, Product, Engineering, and Permit Operations to shape and deploy AI-powered solutions
Proactive Risk and Retention Management: Leverage key customer success metrics and KPIs to proactively identify risks, develop mitigation plans, and ensure customer retention.
Scale Customer Success: Bring structure and scalability to the CS function by developing repeatable playbooks, reporting systems, and operational frameworks

Proven experience: 5+ years across B2B SaaS Customer Success, Account Management, or Strategic Operations with a strong track record of managing enterprise-level customers with high ACVs ($300K+) and complex requirements
Data-driven: Proven ability to leverage product usage data to uncover actionable insights that drive customer success and demonstrate the value and ROI of the partnership.
A builder’s mindset: You bring a scrappy, self-starter mindset and thrive in ambiguity, driving clarity, collaboration, and progress in a fast-paced startup environment
AI-first approach: You’re excited to work alongside top technical talent to help automate a massive and antiquated industry, and consistently use AI to enhance your own workflows

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

Enterprise Customer Success Manager

Key skills