Manager, Customer Success

Role Overview

PermitFlow is seeking an experienced Manager, Customer Success to lead, grow, and scale our midmarket Customer Success team. Reporting directly to the VP, Customer Success, you’ll own team performance, operational excellence, and the execution of success strategies that drive retention and advocacy.

What You’ll Do

• Lead, mentor, and develop a team of 6 Customer Success Managers, fostering a high-performance, customer-centric culture.
• Oversee onboarding, adoption, and renewal across our midmarket customer base.
• Partner with CSMs to identify at-risk customers and deploy proactive success plans.
• Lead customer escalations and executive communications, ensuring fast resolution and strong outcomes.
• Ensure the team delivers measurable outcomes that align with both customer objectives and PermitFlow’s business goals.
• Partner cross-functionally with leaders across Sales, Product, and Operations to improve the customer experience.
• Act as a champion of customer insights to inform strategic decisions and prioritization.

What We're Looking For

• 2+ years of experience in a people leadership position in Customer Success, with proven results driving revenue and logo retention across your team
• 5+ years of experience in Customer Success
• Strong analytical skills and comfort with BI dashboards, customer health metrics, and data-driven decision-making
• Adept at producing clear documentation, thoughtful analysis, concise internal communication, polished presentations, and direct, effective coaching
• Experience in startup or high-growth environments, with a builder’s mindset and bias toward action

What We Offer (Full-Time Roles Only)

• Competitive salary and meaningful equity in a high-growth company
• 100% company-paid base medical, dental, and vision coverage for employees + healthcare FSA
• 401(k) savings plan
• Unlimited PTO and paid family leave
• Home office & equipment stipend
• Daily in-office lunch and dinner provided
• Commuter benefits (pre-tax transit and parking)

Company Values

We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. All employment decisions are based on merit, qualifications, and business needs.