Head of Customer Success, PermitFlow

$300-350k

OTE

$250-275k

BASE

+ Equity packages

Salesforce

Senior and Expert level

New York

More information about location

3 days a week in office

AI pre-construction platform built for construction and trades

Job no longer available

AI pre-construction platform built for construction and trades

101-200 employees

B2BArtificial IntelligenceConstructionSaaSMobile

Job no longer available

$300-350k

OTE

$250-275k

BASE

+ Equity packages

Salesforce

Senior and Expert level

New York

More information about location

3 days a week in office

101-200 employees

B2BArtificial IntelligenceConstructionSaaSMobile

Company mission

To make pre-construction seamless, empowering builders to start projects faster with confidence.⁠⁠

Job

Company

Role

Who you are

8+ years of experience in Customer Success or Account Management, including 4+ years in a leadership role
Previously scaled and managed CS teams at early-stage or growth-stage startups
Proven track record of managing renewals and upsells, including deal structuring, renewal operations, and contract negotiations
Experience in B2B SaaS, preferably with technical products and/or startup environments
Strong communication, leadership, and project management skills
Experience implementing and managing CRM for CS pipeline and renewal management
Passion for building systems, teams, and processes from the ground up
Experience in construction tech is a huge plus!

What the job involves

We are seeking a seasoned and strategic Head of Customer Success to lead our CS team and drive exceptional customer outcomes
This individual will be responsible for building a scalable customer success program that ensures customer satisfaction, retention, and growth
This includes managing the entire post-sale customer lifecycle, overseeing a team of CSMs, and directly owning our renewal and expansion motion—including deal structuring, upsell strategies, and operational rigor
Customer Success Strategy & Leadership
Define and execute scalable CS strategies across onboarding, adoption, retention, and growth
Lead and develop a high-performing team of CSMs with clear goals and KPIs
Build a systematic post-sales processes tracked through our CRM and collaborate cross-functionally to ensure a seamless customer experience
Be accountable to and report on retention and expansion performance metrics (e.g., NRR, churn)
Customer Advocacy, Retention & Risk Management
Build strong executive relationships to drive satisfaction, loyalty, and advocacy
Maintain a constant pulse on customer health and proactively identify churn risks
Surface actionable feedback to Product and other teams to enhance the customer experience
Renewals & Upselling
Own the full renewal cycle, including forecasting, pricing, deal structuring, and negotiation
Establish and manage proactive renewal timelines and repeatable playbooks
Use Salesforce to systematically track renewals, expansion pipeline, and customer lifecycle milestones
Cross-Functional Collaboration
Translate customer insights into actionable feedback to inform Product development and enhance the end-to-end user experience
Collaborate closely with Sales to align on account strategy, identify revenue opportunities, and drive upsell and renewal outcomes
Partner with the Operations team to streamline client communications related to project tracking, status updates, and overall engagement throughout the permitting process

Our take

Aiming to release value in the construction market, PermitFlow is an AI-powered construction permit application and management platform. It exists to simplify the pre-construction process for builders and owners, enabling them to move forward with projects more easily.

The company offers a standardized permit application workflow through which users can easily prepare and submit permit applications, receive approvals, and respond to municipal comments on one single platform. This saves time, reduces errors and shortens municipal review cycles, ultimately speeding up the time taken to permit.

Through the deployment of advanced technologies, PermitFlow has kept up with the needs of a changing market, benefitting builders and stakeholders across the nation. As AI has advanced, so too have the company's algorithms, bringing in new functionalities such as voice AI agents that can schedule an inspection as soon as a project is permitted.

Steph

Company Specialist at Welcome to the Jungle

Company

Funding (last 2 of 4 rounds)

Dec 2025

$54m

SERIES B

Feb 2024

$31m

SERIES A

Total funding: $90.7m

Company benefits

Equity packages
100% Paid health, dental & vision coverage
Company issued laptop
Home office & equipment stipend
Lunch & Dinner provides via UberEats w/ a fully stocked kitchen
Commuter benefits
Team building events
Unlimited PTO

Company HQ

Civic Center, New York, NY

Leadership

Francis Thumpasery

(CEO)

Previously served as Senior Business Analyst for McKinsey & Company. Co-founded mBulance.

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