Infilla · 9 hours ago
Founding Customer Success Manager
United States
Full-time
Remote
Senior Level
$150K/yr - $190K/yr
5+ years expInfilla is on a mission to make housing happen faster by building a modern permitting platform that helps local governments review projects more efficiently. As the founding Customer Success Manager, you will own the post-contract relationship with customers, ensuring successful onboarding and adoption while building trust within government agencies.
AppsProductivity ToolsSoftware
No H1B
Responsibilities
Own the post-contract relationship end to end from onboarding through renewal and expansion, with clear ownership of adoption, retention, and day-to-day account strategy, in close partnership with Sales on expansions
Build deep trust inside governments with agency leadership, program owners, IT, and frontline staff in politically complex environments
Drive successful onboarding and adoption in close partnership with product and engineering
Anticipate and manage account risk by proactively surfacing issues, running escalations, and intervening early to protect long-term relationships
Prove measurable customer value by monitoring usage, outcomes, and success metrics to build case studies and evidence of impact
Lead renewals and expansions with Sales across new modules and customers
Serve as the voice of the customer as an input into product prioritization and roadmap decisions
Build Infilla’s customer success system from scratch, including onboarding playbooks, renewal motions, health metrics, and operating cadence
Represent Infilla externally in executive meetings, customer visits, trainings, and industry events
Shadow planners from several Infilla municipal customers
Deep dive into existing products, pain points, and customers
Support different implementations in collaboration with product, ops, and engineering
Be introduced to customer contacts
Build stakeholder maps for Infilla customers
Listen to sales calls
Lead on several implementation trainings
Visit several customers to build relationships
Establish the roadmap for the Customer Success artifacts
Fully own multiple accounts and relationships
Start executing on the Customer Success roadmap
Attend an industry conference to represent Infilla
Collaborate with a sales team to expand relationship and contracts
Qualification
Required
5+ years of experience in Customer Success, Account Management, or related roles for enterprise or public-sector software
Demonstrated success owning renewals and driving account expansion
Strong understanding of government operating environments and decision-making structures
Exceptional communication, stakeholder management, and problem-solving skills
Comfort working in a startup or minimally structured environment with high ownership and ambiguity
Demonstrated ability to independently run complex, high-stakes customer relationships with minimal oversight
Strong analytical skills to interpret data, identify trends, and provide actionable insights that support customer adoption and success and prove value
Proven ability to thrive in a remote-first environment, managing multiple priorities effectively while maintaining a customer-focused mindset
Preferred
Direct experience working with state or county government clients
Experience with government systems (permitting, licensing, ERP, case management) including implementation, onboarding, or professional services coordination
Prior experience at an early-stage or growth-stage GovTech company
Background working closely with Sales on revenue retention, expansions, or account strategy
Benefits
Healthcare insurance
401K benefits
Unlimited PTO
Meaningful equity — you’ll have real ownership in the company’s success
Company
Infilla
Infilla is a software platform that focuses on housing approvals and city planners.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Jenny Song
Founder & CEO
Company data provided by crunchbase