Customer Success Manager

PermitFlow is redefining how America builds. Our AI workforce delivers unprecedented speed, accuracy, and visibility to pre-construction, accelerating housing development, clean-energy projects, and driving economic growth. We've powered over $20B in real estate development. As a Customer Success Manager, you'll manage a rapidly-growing customer base of contractors and developers, owning their lifecycle, ensuring satisfaction, and collaborating with internal teams to shape the product roadmap.

Must Have

• 4+ years of experience within the early stage tech startup space
• Ability to build and maintain strong, long-lasting customer relationships
• Ability to act as a key player in the CS process, iterating adoption all the way through advocacy
• Ability to take a data-driven approach and gather, format, and interpret data for customer conversations
• Manage a book of business comprised primarily of contractors and developers in the construction industry and nurturing 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
• Collaborate with the Head of Customer Success on internal initiatives, building process and laying the groundwork for future CSMs
• Self-motivated and driven, with a passion for building strong customer relationships
• Willing to dive in head first in the face of challenges and ambiguity

Good to Have

• Experience in the construction industry (and ideally permitting)

Perks & Benefits

• 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

About PermitFlow

PermitFlow is redefining how America builds. Pre-construction remains one of the most broken and manual parts of the $1.6T construction industry, causing massive delays, wasted capital, and lost opportunity across the built world. Our AI workforce delivers unprecedented speed, accuracy, and visibility to pre-construction — accelerating housing development, enabling clean-energy projects, and driving economic growth in communities nationwide. To date, we’ve powered over $20B in real estate development, helping builders and contractors move faster, reduce risk, and scale with confidence.

We’re entering hypergrowth with clear product-market fit and a world-class team from top AI and construction companies. We’ve raised over $36.5M from Kleiner Perkins, Initialized Capital, Y Combinator, Felicis Ventures, and Altos Ventures, alongside backers from OpenAI, Google, Procore, ServiceTitan, Zillow, PlanGrid, and Uber. We are on a mission is to modernize how the built world operates.

About the role

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 prefer NYC-based candidates or those open to relocation.

Who you are?

• B2B Software Customer Success Expert : You've managed customers with 5-6 figure ACVs, and always take a pro-active 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 understands their business needs and how PermitFlow can fit in to their growth and success.
• Thought Leader : Act as a key player in the CS process, iterating adoption all the way through advocacy.
• Analytical : You're take a data-driven approach and are able to gather, format, and interpret data to leverage in customer conversations.

What You’ll Do:

As an early Customer Success Manager at PermitFlow, you’ll work alongside the Head of Customer Success to both support our rapidly-growing customer base and develop and iterate on processes.

• Manage a book of business comprised primarily of contractors and developers in the construction industry and nurturing 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
• Collaborate with the Head of Customer Success on internal initiatives, building process and laying the groundwork for future CSMs

The 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 priorities.

Qualifications & Fit:

• 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 head first in the face of challenges and ambiguity
• 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