Customer Success Manager

Job description

PermitFlow is redefining how America builds. We’re an applied AI company serving the nation’s builders, tackling one of the largest information challenges in the economy: understanding what can be built, where, and how. Our AI agent workforce helps the fastest-growing construction companies navigate everything from permitting and licensing to inspections and project closeouts – accelerating housing, clean-energy, and infrastructure development across the country. Despite being a $1.6T industry, construction still suffers from massive delays, wasted capital, and lost opportunity. PermitFlow has already delivered unprecedented speed, accuracy, and visibility to over $20B in development, helping contractors reduce compliance time, de-risk projects, and scale with confidence. As the U.S. enters a new capex supercycle across data centers, factories, housing, and renewables, joining PermitFlow means building the AI infrastructure at the core of every construction project driving the next wave of reindustrialization. We’ve raised over $90M, most recently completing our Series B, https://www.permitflow.com/blog/permitflow-series-b from top-tier investors including Accel, Kleiner Perkins https://www.linkedin.com/feed/update/urn:li:activity:7401703305569275904/, Initialized, Y Combinator, Felicis, and Altos Ventures, with backing from leaders at OpenAI, Google, Procore, ServiceTitan, Zillow, PlanGrid, and Uber. Our HQ is in New York City with a hybrid schedule (3 in-office days per week). We are seeking NYC-based candidates or those open to relocation to NYC. Role Overview PermitFlow is seeking a Customer Success Manager to support our midmarket customer base. Reporting directly to the VP, Customer Success, you’ll be responsible for driving value across your customer base from onboarding through renewal. This role requires a proactive team player who thrives in ambiguity and takes a customer-first approach, balancing the needs of our customers’ businesses with PermitFlow’s strategic priorities. What You'll Do - Manage a book of business comprised primarily of contractors and developers in the construction industry, and nurture stakeholder relationships with decision makers and influencers - Own customer rollout, lifecycle management, and renewal 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 on internal initiatives, building processes, and laying groundwork for future CSMs What We're Looking For - 3+ years of experience managing mid market customers at early-stage tech startups - Proven ability to turn product usage data into insights that drive customer success and ROI - Strong analytical skills, comfortable using BI dashboards to inform success strategies - Excellent communication and negotiation skills, with the ability to deliver presentations and demonstrations effectively 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) PermitFlow provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, gender expression, or family status, as protected by applicable law. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. All employment decisions are based on merit, qualifications, and business needs.