Director of Customer Success Management
Hostaway
Enterprise Customer Success Manager
PermitFlow
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $135,000 - $175,000 per year
Job Level
SeniorLead
About the role
- B2B Enterprise Ownership: own a high-value book of business—primarily enterprise residential and home services companies—across onboarding, retention, renewals, and expansion.
- Strategic Partnership: 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 Innovation: Collaborate cross-functionally with our CEO, Product, Engineering, and Permit Operations to shape and deploy AI-powered solutions that drive business-changing impact for our customers
- 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—especially in the context of LLM adoption and usage.
Requirements
- Proven experience: 7+ 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
- A builder’s mindset: you bring a scrappy, self-starter mindset and thrive in ambiguity, driving clarity, collaboration, and progress in a fast-paced startup environment
- AI-first approach: You’re excited to work alongside top technical talent to help automate a massive and antiquated industry, and consistently use AI to enhance your own workflows
- Bonus: experience in construction tech, operations-heavy industries, or permitting workflow
Benefits
- 📈 Equity packages
- 💰 Competitive Salary
- 🩺 100% Paid health, dental & vision coverage
- 💻 Company issued laptop.
- 🎧 Home office & equipment stipend
- 🍽️ Lunch & Dinner provided via UberEats w/ a fully stocked kitchen
- 🚍 Commuter benefits
- 🎤 Team building events
- 🌴 Unlimited PTO
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
B2B SaaSCustomer SuccessAccount ManagementStrategic OperationsAI-powered solutionsKPI managementrisk managementplaybook developmentreporting systemsoperational frameworks
Soft skills
strategic relationship buildingtrusted advisorcustomer advocacyproactive problem solvingself-startercollaborationadaptabilityclarity in ambiguityprogress drivingscalability
