Enterprise Customer Success Manager
New York City, NY · 5+ years experience · Full-time · Hybrid · Posted Sep 30, 2026
At a glance
- Experience
- 5+ years experience
- Employment
- Full-time
- Workplace
- Hybrid
- Location
- New York City, NY
About the role
- As Enterprise Customer Success Manager, you'll report directly to the VP, Customer Success and collaborate regularly with the CEO and VP, Operations.
- This role involves owning complex, high-value customer relationships, driving value, influencing product direction, and helping build the CS function for scale.
Responsibilities
- B2B Enterprise Ownership: Own a high-value book of business across onboarding, retention, renewals, and expansion.
- Drive Onboarding and Implementation: Orchestrate the customer journey from day 1 to ensure time to value is as efficient as possible.
- Strategic Partnership & Stakeholder Mapping: Build deep, strategic relationships with senior stakeholders, acting as a trusted advisor and partner in their long-term success.
- Success Strategy & Advocacy: Design and execute customer success strategies that drive product adoption, deliver measurable value, and turn customers into PermitFlow evangelists.
- AI-Driven Product Innovation: Collaborate cross-functional with our CEO, Product, Engineering, and Permit Operations to shape and deploy AI-powered solutions.
- Proactive Risk and Retention Management: Leverage key customer success metrics and KPIs to proactively identify risks, develop mitigation plans, and ensure customer retention.
- Scale Customer Success: Bring structure and scalability to the CS function by developing repeatable playbooks, reporting systems, and operational frameworks.
Requirements
- 5+ years across B2B SaaS Customer Success, Account Management, or Strategic Operations with a strong track record of managing enterprise-level customers with high ACVs ($300K+) and complex requirements
- Proven ability to leverage product usage data to uncover actionable insights that drive customer success and demonstrate the value and ROI of the partnership
- A builder's mindset with a scrappy, self-starter approach who thrives in ambiguity
- An AI-first approach with excitement to work alongside top technical talent and use AI to enhance workflows
Benefits
- Competitive salary and meaningful equity in a high-growth company
- 100% company-paid base medical, dental, and vision coverage for employees + healthcare FSA
- 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)
Workplace
- HQ is in New York City with a hybrid schedule (3 in-office days per week)
- Position requires extensive travel, estimated at 25% of the time, to visit customers, attend conferences, and participate in company on-sites
Skills
- B2B SaaS Customer Success
- Account Management
- Strategic Operations
- AI-powered Solutions
