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
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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
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