Senior Manager/Director, Customer Success (Enterprise)
Lead and scale the enterprise Customer Success team at PermitFlow, driving retention and expansion with complex accounts.
Posted by employer 2 months ago
First seen on Joblaze 2 months ago
Last verified on the company career page 1 day ago
Skills & Technologies
AI in the day-to-day
Our AI agent workforce helps construction companies navigate permitting and licensing.
Requirements
- Experience
- 8+ years
Not disclosed in this posting: compensation, visa sponsorship.
Benefits
Joblaze summary
In this role, the Senior Manager/Director of Customer Success at PermitFlow is responsible for leading a team of Enterprise Customer Success Managers, focusing on retention and expansion within complex, multi-stakeholder accounts. The position requires strong leadership skills, a background in managing enterprise-level relationships, and proficiency in data-driven decision-making. Ideal candidates will have significant experience in customer success, particularly in high-growth environments, and a proactive approach to fostering customer engagement. PermitFlow's emphasis on AI-driven solutions positions this role at the forefront of transforming the construction industry.
Joblaze insights
- Listed about 2 months ago — first seen on Joblaze July 31, 2026. Last confirmed on PermitFlow's careers page October 9, 2026.
- AI/ML appears in 19.9% of 492 comparable director management roles in United States; Customer Success appears in 0.4% of 492 comparable director management roles in United States.
Quick facts
- Is the Senior Manager/Director, Customer Success (Enterprise) role remote?
- It's hybrid — PermitFlow expects some on-site time in New York City, NY.
- How much experience is required?
- At least 8 years of relevant experience for this Senior Manager/Director, Customer Success (Enterprise) role.
- Where is the role based?
- PermitFlow is hiring for this position in New York City, NY.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: AI/ML, Customer Success.
- What seniority level is this role?
- PermitFlow targets director candidates for this position.
- Is this full-time or contract?
- Full-time for this Senior Manager/Director, Customer Success (Enterprise) role at PermitFlow.
From the original posting
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. Reporting directly to the VP, Customer Success, you'll own team performance, operational excellence, and the execution of success strategies that drive retention, expansion, and advocacy with our largest and most complex customers.
This is a hybrid role based in our New York City office (in-office Monday, Wednesday, and Friday).
What You'll Do:
Lead, mentor, and develop a team of 8 Enterprise Customer Success Managers, fostering a high-performance, customer-centric culture.
Own gross and net retention for the enterprise segment, including multi-stakeholder adoption, expansion, and renewal.
Build and own the enterprise engagement model: executive business reviews, mutual success plans, multi-threaded relationship maps, and structured rollout plans across branches, regions, or business units.
Partner with CSMs to identify at-risk customers and deploy proactive success plans, with direct involvement in the highest-value accounts.
Serve as an executive sponsor and escalation point, holding C-suite and VP-level relationships at key accounts.
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 and shape roadmap priorities for enterprise needs.
Act as a champion of customer insights to inform strategic decisions and prioritization.
You Have:
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 meaningful time in an enterprise segment managing complex, multi-stakeholder accounts
Experience owning executive relationships with senior buyers at large organizations
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
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)
Standard company text repeated across PermitFlow's postings is omitted here.