7+ years of experience in B2B SaaS Customer Success, Account Management, or Strategic Operations.
Proven track record managing enterprise-level customers with high annual contract values ($300K+).
Self-starter with a builder's mindset, thriving in ambiguity and fast-paced environments.
Experience using AI to enhance workflows and looking to automate traditional industry practices.
Bonus: background in construction tech or operations-heavy industries.
Responsibilities
Own a high-value enterprise customer portfolio, focusing on onboarding, retention, renewals, and expansion.
Build strategic relationships with senior stakeholders to become a trusted advisor.
Design and execute success strategies that promote product adoption and create customer advocates.
Collaborate with cross-functional teams to deploy AI solutions that impact business outcomes.
Proactively manage customer risk using key success metrics to develop retention plans.
Develop scalable frameworks and processes to enhance the Customer Success function.
Benefits
Equity packages
100% paid health, dental, and vision coverage
Company-issued laptop
Home office & equipment stipend
Complimentary lunches and dinners via UberEats with a stocked kitchen
Commuter benefits
Team-building events
Unlimited PTO
Full Job Description
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.
Role Overview
As Enterprise Customer Success Manager, you'll report directly to the VP, Customer Success and collaborate regularly with the CEO and VP, Operations. Owning our most complex, high-value customer relationships, this role goes beyond managing accounts; it's about driving value, influencing product direction, and helping build the CS function for scale.
What You'll Do
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
What We're Looking For
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
What We Offer (Full-Time Roles Only)
Competitive salary and meaningful equity in a high-growth company
100% company-paid base medical, dental, and vision coverage for employees + healthcare FSA
401(k) savings plan
Unlimited PTO and paid family leave
Home office & equipment stipend
Daily in-office lunch and dinner provided
Commuter benefits (pre-tax transit and parking)
This position requires extensive travel, estimated at 25% of the time, to visit customers, attend conferences, and participate in company on-sites.
