Head of Customer Success - PermitFlow : Job Details
Head of Customer Success
PermitFlowJob Location : New York,NY, USA
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About UsPermitFlow's mission is to streamline and simplify construction permitting in the $1.6 trillion United States construction market. Our software reduces time to permit, supporting permitting end-to-end including permit research, application preparation, submission, and monitoring.
About UsPermitFlow's mission is to streamline and simplify construction permitting in the $1.6 trillion United States construction market. Our software reduces time to permit, supporting permitting end-to-end including permit research, application preparation, submission, and monitoring.We've raised a $31m Series A led by Kleiner Perkins with participation from Initialized Capital, Y Combinator, Felicis Ventures, Altos Ventures, and the founders and executives from Zillow, PlanGrid, Thumbtack, Bluebeam, Uber, Procore, and more.Our team consists of architects, structural engineers, permitting experts, and workflow software specialists, all who have personally experienced the pain of permitting.We're seeking an NYC-based leader to be in-person 3 days/week with our CS team.About The RoleWe are seeking a seasoned and strategic Head of Customer Success to lead our CS team and drive exceptional customer outcomes. This individual will be responsible for building a scalable customer success program that ensures customer satisfaction, retention, and growth. This includes managing the entire post-sale customer lifecycle, overseeing a team of CSMs, and directly owning our renewal and expansion motion—including deal structuring, upsell strategies, and operational rigor.Key ResponsibilitiesCustomer Success Strategy & Leadership
- Define and execute scalable CS strategies across onboarding, adoption, retention, and growth.
- Lead and develop a high-performing team of CSMs with clear goals and KPIs.
- Build a systematic post-sales processes tracked through our CRM and collaborate cross-functionally to ensure a seamless customer experience.
- Be accountable to and report on retention and expansion performance metrics (e.g., NRR, churn).
- Build strong executive relationships to drive satisfaction, loyalty, and advocacy.
- Maintain a constant pulse on customer health and proactively identify churn risks.
- Surface actionable feedback to Product and other teams to enhance the customer experience.
- Own the full renewal cycle, including forecasting, pricing, deal structuring, and negotiation.
- Establish and manage proactive renewal timelines and repeatable playbooks.
- Use Salesforce to systematically track renewals, expansion pipeline, and customer lifecycle milestones.
- Translate customer insights into actionable feedback to inform Product development and enhance the end-to-end user experience.
- Collaborate closely with Sales to align on account strategy, identify revenue opportunities, and drive upsell and renewal outcomes.
- Partner with the Operations team to streamline client communications related to project tracking, status updates, and overall engagement throughout the permitting process.
- 8+ years of experience in Customer Success or Account Management, including 4+ years in a leadership role
- Previously scaled and managed CS teams at early-stage or growth-stage startups
- Proven track record of managing renewals and upsells, including deal structuring, renewal operations, and contract negotiations.
- Experience in B2B SaaS, preferably with technical products and/or startup environments.
- Strong communication, leadership, and project management skills.
- Experience implementing and managing CRM for CS pipeline and renewal management.
- Passion for building systems, teams, and processes from the ground up.
- Experience in construction tech is a huge plus!
- Competitive Salary
- Equity packages
- 100% Paid health, dental & vision coverage
- ️ Lunch & Dinner provided w/ a fully stocked kitchen
- Commuter benefits
- Unlimited PTO
- Seniority levelDirector
- Employment typeFull-time
- Job functionOther
- IndustriesSoftware Development
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