Sr. Manager/Director, Customer Success (Midmarket)
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 midmarket Customer Success team to drive retention and advocacy.
- •PermitFlow is seeking an experienced Sr Manager/Director, 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 across our midmarket book.
- •Key Responsibilities Lead, mentor, and develop a team of 7 midmarket Customer Success Managers, fostering a high-performance, customer-centric culture.
- •Own gross and net retention for the midmarket segment including adoption, expansion, and renewal.
- •Set and refine the midmarket coverage model, segmentation, and engagement cadence as the book scales.
- •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.
- •Requirements 4+ years of experience in a people leadership position in Customer Success, including experience managing a team carrying a retention or revenue number. 8+ years of experience in Customer Success, with time spent in a midmarket segment.
- •Strong analytical skills and comfort with BI dashboards, customer health metrics, and data-driven decision-making.
- •Experience in startup or high-growth environments, with a builder's mindset and bias toward action.
Required skills
Customer SuccessSalesforceHubSpotRevenue OperationsCoachingMentoringExcelPowerPoint
Domain expertise
productivity
Benefits & perks
Competitive salary and meaningful equity, 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)
Tech stack
PythonJavaScriptTypeScriptSQLNode.jsReactAWSGoogle CloudAzureDockerKubernetesCI/CDGitJiraConfluenceSalesforceHubSpotExcelPowerPointGoogle AnalyticsGA4Looker StudioWorkdayGreenhouseLeverMarketo
