Customer Success Lead



Customer Service, Sales & Business Development
California, USA · Remote
Posted on Monday, June 5, 2023


TurboTax for Construction Permitting

Customer Success Lead

$100K - $180K / 0.05% - 0.20%
US / CA / Remote (US; CA)
Job Type
6+ years
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Francis Thumpasery
Francis Thumpasery

About the role

About the Role

As founding Customer Success team member at PermitFlow, you’ll be working closely with the CEO, Head of Sales and Head of Permit Operations to ensure our customers are wildly successful. As a key member of the team, the Customer Success Lead will help craft our customer-success strategies & build out the department in an effort to deliver excellent customer experiences.

Objectives of this role

  • Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
  • Establish relationships as a trusted and strategic advisor to help ensure the continued value of PermitFlow’s products and services
  • Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
  • Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
  • Maintain existing customer-success metrics and data as directed
  • Work closely with Permit Operations department to ensure clients are meeting performance objectives
  • Work closely with Sales department to ensure seamless transition into the PermitFlow client base


  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
  • Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
  • Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
  • Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
  • Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement
  • Work with sales and marketing teams to boost customer referrals and develop case studies

Required skills and qualifications

  • Five to seven years of experience in customer success, client services or account management
  • Strong skills in verbal and written communications, strategic planning, and project management
  • Experience in construction management
  • Analytical and process-oriented mindset
  • Ability to work effectively across multiple departments in a deadline-driven environment


  • Competitive salary and equity packages
  • Home office & equipment stipend
  • Flexible working hours & unlimited PTO
  • Health, dental, and vision insurance

About PermitFlow

PermitFlow is TurboTax for construction permitting. We are on a mission to streamline and simplify construction permitting in the United States, unlocking more value in the $1.6 trillion construction market. Our software reduces time to permit, supporting permitting end-to-end including permit research, application preparation, submission, and monitoring.

We’ve raised $5.5m+ led by Initialized Capital, Y Combinator, and the founders and executives from Zillow, PlanGrid, Thumbtack, Opendoor, Bluebeam, Uber, Twitter, HubSpot, Procore, Yelp, Brex, and more. Our team consists of architects, structural engineers, permitting experts, and workflow software specialists, all of whom have personally experienced the pain of permitting.

We are a remote first team and are offering highly competitive market rate salaries.