Founding Customer Success Manager
Infilla
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
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
Retention, expansion, and references will determine how fast Infilla can grow
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 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 CSM, 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
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
Listen to sales calls
Month 2 - Walk
Lead on several implementation trainings
Visit several customers to build relationships
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
Collaborate with a sales team to expand relationship 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, elected officials who each speak different lingos
Massive product surface - intake, review, approvals, reporting, compliance
Slow-moving domain, but we 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 on the East Coast or mid-Atlantic region. Expect significant travel in the first 6 months (often 2–3 weeks per month during implementations), tapering to ~20–25% ongoing.
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.
Bonus Points
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
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
Want to define how a startup delivers customer success from scratch, shaping both process and culture
We offer competitive salary (total OTE of $150,000 - $190,000, mix of base + variable tied primarily to retention and expansion metrics), 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 (15-30 min) - Meet the founder, learn about each other
Behavioral interview (45-60 min) - Meet with an advisor and talk through your past Customer Success experience and philosophy
Culture fit / cross-functional interview (30 min) - Meet with product, engineering, or ops to understand how you work with others
Presentation (60 min) - Present a plan / roadmap for supporting a large state account
Reference checks - We talk with 3-5 colleagues or customers whom you've worked with
Offer 🎉