Staff, Strategic Programs and Customer Success

The role

You will build programs, processes, and initiatives to help the Customer Success organization scale. You will partner with Implementation and Customer Success leaders and work cross-functionally with Sales, Product, Operations, and Marketing.

What you will do

• Own the CS strategic program portfolio to improve time to value, retention, expansion, and support efficiency.
• Build and maintain the CS operating cadence including planning cycles, weekly reviews, OKR tracking, and executive reporting.
• Design and land process and tooling changes across Implementation, Support, and CS.
• Act as the CS point of contact for cross-functional work with Product, Engineering, Sales, and RevOps.
• Optimize renewals forecasting and CS capacity planning.
• Step in for the VP of Customer Success in meetings, escalations, and decisions as needed.
• Diagnose problems with data by pulling numbers and building business cases.

Required qualifications

• 5+ years in post-sales roles at a B2B SaaS company
• 2+ years leading cross-functional programs end to end
• Change management experience
• Forecasting and capacity modeling experience
• Strong with data and AI tools
• Clear writer and effective operator

Nice to have

• ideally at a scaling startup

Benefits

• Competitive salary
• meaningful equity
• Comprehensive medical, dental, and vision coverage
• Flexible PTO
• paid family leave
• Home office & equipment stipend
• In-Office Lunch & Dinner Provided

About the company

PermitFlow is an applied AI company serving the nation's builders. It helps construction companies navigate permitting, licensing, inspections, and project closeouts.