Customer Success Manager

About PermitFlow
PermitFlow is building AI agents for the $1.6T construction industry. We're creating the leading pre-construction platform, starting with the $12B permitting market.
Our platform automates the slow, manual permitting process for builders, handling everything from jurisdiction research to application preparation, submission, and real-time tracking. By turning fragmented regulations and workflows into structured, intelligent systems, we help contractors move faster, reduce risk, and scale with confidence.
We've raised over $36.5M with Kleiner Perkins leading our Series A, with participation from Initialized Capital, Y Combinator, Felicis Ventures, and Altos Ventures. Our backers include founders and executives from OpenAI, Google, Procore, ServiceTitan, Zillow, PlanGrid, Uber, and more.
We are a team of architects, engineers, permitting experts, and product builders who know the pain of pre-construction firsthand and are committed to solving it. Demand is growing faster than we can keep up, and we're looking for top talent to help us scale.
Our HQ is in New York City with a hybrid schedule (3 in-office days per week). We prefer NYC-based candidates or those open to relocation.
✋ Who you are?

• B2B Software Customer Success Expert : You've managed customers with 5-6 figure ACVs, and always take a pro-active approach that is thoughtful and detail-oriented.
• Customer Focused : Build and maintain strong, long-lasting customer relationships. You'll be the go-to for our customers who keenly understands their business needs and how PermitFlow can fit in to their growth and success.
• Thought Leader : Act as a key player in the CS process, iterating adoption all the way through advocacy.
• Analytical : You're take a data-driven approach and are able to gather, format, and interpret data to leverage in customer conversations.

• What You'll Do:
As an early Customer Success Manager at PermitFlow, you'll work alongside the Head of Customer Success to both support our rapidly-growing customer base and develop and iterate on processes.

• Manage a book of business comprised primarily of contractors and developers in the construction industry and nurturing stakeholder relationships with decision makers and influencers
• Own customer rollout, lifecycle management, renewal and expansion 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 with the Head of Customer Success on internal initiatives, building process and laying the groundwork for future CSMs

The ideal candidate for this role is a proactive team player that is willing to dive in head first in the face of ambiguity, and a customer-first thinker who can rationalize the needs of our customers' businesses with our own priorities.
Qualifications & Fit:

• 4+ years of experience within the early stage tech startup space
• Excellent communication and negotiation skills, with the ability to deliver presentations and demonstrations effectively
• Self-motivated and driven, with a passion for building strong customer relationships
• Willing to dive in head first in the face of challenges and ambiguity
• Experience in the construction industry (and ideally permitting) is a strong plus!

Benefits:

• Equity packages
• Competitive Salary
• 100% Paid health, dental & vision coverage
• Company issued laptop.
• Home office & equipment stipend
• Lunch & Dinner provided via UberEats w/ a fully stocked kitchen
• Commuter benefits
• Team building events
• Unlimited PTO

Interview Process

• 20 minute initial assessment
• 20 minute interview with recruiter
• 30 minute hiring manager interview
• 30 minute role playing interview with hiring manager
• 30 minute interview with our CEO
• Reference check
• Offer!