Manager, Customer Success
Leads a team of Customer Success Managers for midmarket customers, driving onboarding, adoption, renewals, retention, and advocacy. Partners cross-functionally with Sales, Product, and Operations using data-driven insights. Requires 2+ years people leadership and 5+ years CS experience.
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).
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