Enterprise Customer Success Manager (Founding)

As a Founding, Enterprise Customer Success Manager, you’ll take ownership of our most complex, high-value customer relationships—contractors and developers that are reshaping the built world. This role goes beyond managing accounts; it’s about driving value, influencing product direction, and helping build the CS function for scale You’ll work closely with the CEO and Head of Customer Success to lead strategic rollouts, maximize renewals and expansion, and implement processes that enable PermitFlow to deliver exceptional, repeatable outcomes across the enterprise customer base As a Founding Customer Success Manager at PermitFlow, you’ll work to both support our rapidly-growing customer base and develop and iterate on processes B2B Enterprise Ownership: own a high-value book of business—primarily enterprise residential and home services companies—across onboarding, retention, renewals, and expansion Strategic Partnership: 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 Innovation: Collaborate cross-functionally with our CEO, Product, Engineering, and Permit Operations to shape and deploy AI-powered solutions that drive business-changing impact for our customers 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—especially in the context of LLM adoption and usage BenefitsEquity packages 100% Paid health, dental & vision coverage Company issued laptop Home office & equipment stipend Lunch & Dinner provides via UberEats w/ a fully stocked kitchen Commuter benefits Team building events Unlimited PTO Proven experience: 7+ 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 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 environmentThe 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 prioritiesBonus: experience in construction tech, operations-heavy industries, or permitting workflowAI-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 workflowsHolistic Customer Success Experience: You have experience from onboarding and implementation, to owning strategic relationship to navigating commercial aspects of the client