Manager, Customer Success

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.