Senior Manager/Director, Customer Success (Enterprise)
PermitflowConstruction Tech company
New York, United StatesDirector
Accel
Kleiner Perkins
Initialized Capital
Y Combinator
Felicis
Altos Ventures
Sales & Account Management
About the role
TL;DR
Lead and scale the enterprise Customer Success team, owning retention and expansion for large accounts.
- •PermitFlow is seeking an experienced Senior Manager/Director, Customer Success to lead, grow, and scale our enterprise Customer Success team.
- •You'll own the enterprise book of business, covering multi-branch and multi-region accounts with executive stakeholders and complex rollouts.
- •Key Responsibilities Lead, mentor, and develop a team of 8 Enterprise Customer Success Managers.
- •Own gross and net retention for the enterprise segment.
- •Build and own the enterprise engagement model.
- •Partner with CSMs to identify at-risk customers and deploy proactive success plans.
- •Serve as an executive sponsor and escalation point.
- •Requirements 4+ years of experience in a people leadership position in Customer Success. 8+ years of experience in Customer Success, with meaningful time in an enterprise segment.
- •Experience owning executive relationships with senior buyers at large organizations.
- •Strong analytical skills and comfort with BI dashboards and customer health metrics.
- •Experience in startup or high-growth environments.
Required skills
Customer SuccessImplementation ManagementExecutive PresenceVision SettingProduct ManagementAgileScrumKanbanCustomer Onboarding
Nice-to-have skills
PythonJavaScriptSQLNode.jsReactAWSGoogle CloudAzureDockerKubernetes
Domain expertise
productivitydeveloper-tools
Benefits & perks
Competitive salary and meaningful equity, 100% company-paid base medical, dental, and vision coverage, 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
Tech stack
PythonJavaScriptSQLNode.jsReactAWSGoogle CloudAzureDockerKubernetesCI/CDGitLinuxJiraConfluenceExcelPowerPointSalesforceHubSpotProduct ManagementAgileScrumKanbanCustomer SuccessCustomer OnboardingImplementation ManagementLeadershipTeam ManagementCoachingMentoring
