Enterprise Customer Success Manager

As Enterprise Customer Success Manager, you'll report directly to the VP, Customer Success and collaborate regularly with the CEO and VP, Operations. Owning our most complex, high-value customer relationships, this role goes beyond managing accounts; it's about driving value, influencing product direction, and helping build the CS function for scale. This position requires extensive travel, estimated at 25% of the time, to visit customers, attend conferences, and participate in company on-sites.

Responsibilities

B2B Enterprise Ownership: Own a high-value book of business across onboarding, retention, renewals, and expansion; Drive Onboarding and Implementation: Orchestrate the customer journey from day 1 to ensure time to value is as efficient as possible; Strategic Partnership & Stakeholder Mapping: 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 Product Innovation: Collaborate cross-functionally with the CEO, Product, Engineering, and Permit Operations to shape and deploy AI-powered solutions; 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

Requirements

5+ years across B2B SaaS Customer Success, Account Management, or Strategic Operations; Strong track record of managing enterprise-level customers with high ACVs ($300K+) and complex requirements; Proven ability to leverage product usage data to uncover actionable insights and demonstrate the value and ROI of the partnership; Builder's mindset with a scrappy, self-starter approach that thrives in ambiguity in a fast-paced startup environment; AI-first approach, consistently using AI to enhance workflows

Benefits

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); Competitive salary and meaningful equity in a high-growth company