Staff, Strategic Programs, Customer Success

PermitFlow

. Own the Customer Success strategic program portfolio to improve time to value, retention, expansion, and support efficiency .

Posted 11/6/2026full-timeNew York City • New York • United StatesLead💰 $170,000 - $220,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success program management, including strategic planning, change management, and cross-functional collaboration. Proficient in forecasting, capacity modeling, and utilizing data analysis tools to drive operational efficiency and improve customer retention.

Highest-signal resume keywords

Customer Success Program ManagementChange ManagementForecasting and Capacity ModelingCross-Functional CollaborationData Analysis and BI Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessImplementationProfessional ServicesSupport OperationsForecast ModelsCapacity PlanningData AnalysisSpreadsheetsAI ToolsOKR Tracking

Soft Skills

Clear WritingEffective Operational Execution

Industry Keywords

B2B SaaSPost-Sales RolesRenewals ForecastingChange Management PlansHybrid Work

About the role

Key responsibilities & impact

Own the Customer Success 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 implement process and tooling changes across Implementation, Support, and Customer Success
Create change management plans, training, and adoption tracking
Serve as the CS point of contact for cross-functional work with Product, Engineering, Sales, and RevOps
Represent CS priorities and secure cross-functional commitments
Optimize renewals forecasting and CS capacity planning, including forecast models, risk cadence, book sizing, CSM and implementation-manager ratios, and hiring recommendations
Step in for the VP of Customer Success in meetings, escalations, and decisions as needed
Diagnose problems using data, build business cases, and define success metrics before work begins

Requirements

What you’ll need

5+ years in post-sales roles at a B2B SaaS company, including customer success, implementation, professional services, support, or CS operations
2+ years leading cross-functional programs end to end
Change management experience rolling out new processes or systems with lasting adoption
Forecasting and capacity modeling experience, including renewals forecasting or coverage modeling
Ability to pull data from BI tools and build models in spreadsheets
Ability to use AI tools to sharpen analysis and communicate conclusions clearly
Clear writing and effective operational execution
Willingness to work hybrid in the New York City office Monday, Wednesday, and Friday
Legally authorized to work in the United States

Benefits

Comp & perks

Meaningful equity in a high-growth company
Competitive salary
Comprehensive medical, dental, and vision coverage
Flexible PTO and paid family leave
Home office & equipment stipend
Hybrid NYC office culture with direct access to leadership
In-Office Lunch & Dinner Provided