Senior Manager/Director of Customer Success (Midmarket)

Join PermitFlow, a fast-growing startup, as the Senior Manager/Director of Customer Success for the midmarket segment. In this role, you will lead and develop a team of 7 Customer Success Managers, drive retention and advocacy, and partner cross-functionally to improve the customer experience. You will report directly to the VP of Customer Success and have a significant impact on the company's growth and success.

• Lead, mentor, and develop a team of 7 midmarket Customer Success Managers, fostering a high-performance, customer-centric culture.
• Own gross and net retention for the midmarket segment including adoption, expansion, and renewal.
• Partner cross-functionally with leaders across Sales, Product, and Operations to improve the customer experience.
• Strong analytical skills and comfort with BI dashboards, customer health metrics, and data-driven decision-making
• Experience in startup or high-growth environments, with a builder's mindset and bias toward action
• 8+ years of experience in Customer Success, with time spent in a midmarket segment
• Adept at producing clear documentation, thoughtful analysis, concise internal communication, polished presentations, and direct, effective coaching
• 4+ years of experience in a people leadership position in Customer Success, including experience managing a team carrying a retention or revenue number