Customer Success Manager

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.

America is entering a CAPEX super-cycle, from data centers and factories to housing and renewables, and joining PermitFlow is building the AI at the heart of every construction project powering the next wave of re-industrialization.

We’ve raised over $90M, most recently completing our Series B, from top-tier investors including Accel, Kleiner Perkins, 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 work closely with the Head of Customer Success, supporting our rapidly growing customer base while building and refining scalable processes. 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.

• B2B Software Customer Success Expert: You've managed customers with 5-6 figure ACVs, and always take a proactive 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 understand their business needs and how PermitFlow can fit into their growth and success.

• Thought Leader: Act as a key player in the CS process, iterating adoption all the way through advocacy.

• Analytical: You take a data-driven approach and can gather, format, and interpret data to leverage in customer conversations.

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, 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

• Collaborating with the Head of Customer Success on internal initiatives, building processes, and laying groundwork for future CSMs

What We're Looking For

• 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 headfirst in the face of challenges and ambiguity

Nice-to-Have

• Experience in the construction industry (and ideally permitting) is a strong plus!

What We Offer (Full-Time Roles Only)

• 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