Founding Customer Success Manager

About Infilla

Infilla is on a mission to make housing happen faster. The U.S. is short 4–7 million homes, and local permitting is one of the top bottlenecks slowing new housing. It routinely takes months to years just to approve projects. Municipalities are overwhelmed by rapidly changing state laws and local ordinances, backlogged projects, legacy software and paper-based processes, and inconsistent reviews and siloed workflows.

Infilla is building the modern permitting platform that helps local governments review projects faster, more consistently, and with radically better transparency. We work side-by-side with planning departments. We literally have office desks, badges, and government emails with some of our customers. We’re backed by Basis Set Ventures, Base10 Partners, Urban Innovation Fund, SHAKTI VC, 20Growth, Bloomberg Beta, and founders/operators who’ve built products at scale.

Our Values

• Ideas > Hierarchy: Best idea wins regardless of source. Be intellectually honest.
• Progress > Perfection: Get it working now and make it pretty later. Be pragmatic.
• Courage > Comfort: We do the right thing, even when hard or uncomfortable.
• Kind > Nice: Share clear, helpful feedback often. Voice your concerns and listen.

Why This Role Matters Now

Infilla is at an inflection point. Our first customers are live, implementations are getting more complex, and we’re moving from early adoption to long-term partnerships with municipalities. As our first and founding Customer Success Manager, you’ll step into a greenfield domain where:

• Customers are adopting mission-critical software for complicated workflows.
• Each municipality is different, and success requires deep context, trust, and judgment.
• Defining true customer value is developing every day in the field.
• Retention, expansion, and references will determine how fast Infilla can grow.
• Providing feedback from the field to leadership and the product team will be critical to keeping the product in the vanguard of service delivery.
• A single great or failed implementation can shape our reputation for years.

You’ll define how we onboard governments, how we handle risk, how we define value, how we earn trust inside government agencies, and how customer reality feeds back into product and sales. You’ll take work that currently lives in the gaps between CEO, sales, and engineering and turn it into a system. This is a founding role in the truest sense: the way you design onboarding, renewals, and risk management will become how Infilla does customer success for years.

What You’ll Do

As our Founding Customer Success Manager, you will be reporting to the CEO and you will:

• 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.
• Leverage AI tools to accelerate onboarding documentation, customer health analysis, and playbook development.

This is a roll-up-your-sleeves, high-impact, “found the path yourself” role.

Your First 90 Days and Beyond

• Month 1 - Understand: 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, and listen to sales calls.
• Month 2 - Walk: Lead several implementation trainings, visit customers to build relationships, and establish the roadmap for the Customer Success artifacts.
• Month 3 - Run: Fully own multiple accounts and relationships, start executing on the Customer Success roadmap, attend an industry conference to represent Infilla, and collaborate with a sales team to expand relationships and contracts.

What Success Looks Like In Year One

• Multiple customer implementations completed successfully.
• Retention rate remains 100% with > 100% Net Revenue Retention (NRR).
• Customer health scoring system established.
• A repeatable onboarding and renewal playbook adopted across all new customers.

What’s Hard About This Role

• Complex systems: government workflows vary widely and require finesse with stakeholders.
• Stakeholder diversity: planners, plan examiners, inspectors, code enforcement officers, and elected officials who each speak different lingos.
• Massive product surface: intake, review, approvals, reporting, compliance.
• Slow-moving domain, but we must operate with urgency.
• High ownership: the CEO brings deep domain knowledge and product expertise, but will rely on you in your area of expertise to build the Customer Success function.

Qualifications

This is a remote position based in the mid-Atlantic region (NYC, Philadelphia, Delaware, Baltimore, or DMV area). Expect significant travel in the first 6 months (often 2–3 weeks per month during implementations), tapering to ~20–25% ongoing.

• 3+ years of experience in Customer Success, Account Management, or related roles for enterprise or public-sector software.
• Demonstrated success in owning renewals and driving account expansion.
• 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. Actively uses AI tools to work faster and smarter.

Bonus Points

• Direct experience working with state or county government clients.
• Experience with government systems (permitting, licensing, ERP, case management, engagement), 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.

You Might Be a Great Fit If You…

• Get energized by owning the end-to-end customer experience.
• Build trust fast with everyone from agency leadership to frontline staff, navigating politically complex environments with ease.
• Operate comfortably at different altitudes from training and relationship-building to data analysis and designing systems, processes, and playbooks that scale as the company grows.
• Bring an empathetic, humble, pragmatic, and relational approach to problem-solving.
• Communicate clearly and succinctly with any stakeholder, technical or non-technical. You are “multi-lingual” in the languages of sales, product, engineering, and government.
• Think in systems in designing processes, metrics, and playbooks that scale as the company grows.
• Default to using AI to move faster and you're already experimenting with tools that help you write, analyze, and automate.
• Want to define how a startup delivers customer success from scratch, shaping both process and culture.

We offer a competitive salary ($130,000 - $180,000 depending on experience), healthcare insurance, 401K benefits, unlimited PTO, and meaningful equity — you’ll have real ownership in the company’s success. We cannot sponsor visas at this time.

Research shows women & minorities are more likely to consider themselves unqualified if they don't meet every single requirement in a job description. This represents what we're ideally looking for, but everyone is unique. We hire for strengths & potential, not lack of weakness or a perfect resume fit.

Interview Process

We Aim To Make This Happen In 1-2 Weeks

• Initial conversation (30-45 min) - Meet with our chief of staff who is currently handling CSM work to learn more about Infilla.
• Culture fit / cross-functional interview (30 min) - Meet with the product team to understand how you work with others.
• Behavioral interview (45-60 min) - Meet with the founder and an advisor and talk through your past Customer Success experience and philosophy.
• Working session (60 min) - Jam on a plan for supporting a large state account.
• Reference checks - We talk with 3-5 colleagues or customers whom you've worked with.
• Offer 🎉

Key skills/competency

• Customer Success
• Account Management
• Public Sector Software
• Stakeholder Management
• Problem-Solving
• Startup Environment
• Data Analysis
• Remote Work
• AI Tools
• GovTech