PermitFlow Looking for Customer Success Lead at Canada Full Time

As the first 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

Responsibilities

• 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

Benefits

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