Founding, Enterprise Customer Success Manager (Remote)

About PermitFlow

PermitFlow is building AI agents for the $1.6T construction industry. We’re creating the leading pre-construction platform, starting with the $12B permitting market.

Our platform automates the slow, manual permitting process for builders, covering everything from jurisdiction research to application preparation, submission, and real-time tracking. By transforming fragmented regulations and manual workflows into structured, intelligent systems, we help contractors move faster, reduce risk, and scale with confidence.

We've raised $36.5M+ with Kleiner Perkins leading our Series A, joined by Initialized Capital, Y Combinator, Felicis Ventures, and Altos Ventures. Our backers include founders and executives from OpenAI, Google, Procore, ServiceTitan, Zillow, PlanGrid, and Uber.

We are a team of architects, engineers, permitting experts, and product builders who have felt the pain of pre-construction firsthand and are committed to fixing it. Demand is growing faster than we can meet, and we’re hiring top talent to help us scale.

Our HQ is in New York City with a hybrid schedule (3 in-office days per week). Preference for NYC-based candidates or those open to relocation.

About the role

🚀 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.

✋ Who you are?

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.

✅ What You’ll Do:

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.
• Drive Onboarding and Implementation: Owning the relationship from Day 1 to ensure time to value is as efficient as possible
• 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.

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:

• 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 environment
• Holistic Customer Success Experience: You have experience from onboarding and implementation, to owning strategic relationship to navigating commercial aspects of the client
• AI-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 workflows
• Bonus: experience in construction tech, operations-heavy industries, or permitting workflow

💙 Benefits:

• 📈 Equity packages
• 💰 Competitive Salary
• 🩺 100% Paid health, dental & vision coverage
• 💻 Company issued laptop.
• 🎧 Home office & equipment stipend
• 🎤 Team building events
• 🌴 Unlimited PTO

✏️ Interview Process

• 20 minute initial assessment
• 20 minute interview with recruiter
• 30 minute hiring manager interview
• 30 minute role playing interview with hiring manager
• 30 minute interview with our CEO
• Reference check
• Offer!