Head of Customer Success, PermitFlow
$300-350k
OTE
$250-275k
BASE
+ Equity packages
More information about location
3 days a week in office
Construction permit application and management platform
Be an early applicant
Construction permit application and management platform
21-100 employees
Be an early applicant
$300-350k
OTE
$250-275k
BASE
+ Equity packages
More information about location
3 days a week in office
21-100 employees
Company mission
To streamline and simplify construction permitting in the United States.
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 create value in the construction market currently worth over $1.5 trillion, San Francisco-based PermitFlow is a construction permit application and management platform for builders and owners.
For too long, builders have been shuffling through the unique processes of municipalities, whereas now PermitFlow 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.
In partnership with TraceAir, PermitFlow is set to transform construction project management by combining advanced technologies. This collaboration aims to enhance efficiency and reliability, creating a more streamlined process that benefits builders and stakeholders across the nation.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Feb 2024
$31m
SERIES A
May 2023
$5.5m
SEED
Total funding: $36.5m
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
Milpitas, CA
Leadership
Francis Thumpasery
(CEO)Previously served as Senior Business Analyst for McKinsey & Company. Co-founded mBulance.
Salary benchmarks
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