Founding Business Operations
Infilla
Founding Business Operations
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
Legacy software and paper-based processes
Inconsistent reviews and siloed workflows
Backlogged projects
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. We’re moving from early adoption to long-term municipal partnerships.
As founding Business Operations, you’ll step into a greenfield domain where:
A single great or failed implementation can shape our reputation for years
Customers are adopting mission-critical software for complicated workflows
Each municipality is different, and success requires deep context, trust, and judgment
Product quality depends on tight feedback loops between the field and leadership
Retention, expansion, and references will determine how fast Infilla can grow
This is a true founding role: how you structure onboarding, retention, and implementation will define how Infilla delivers customer success for years.
What You’ll Do
You’ll be embedded inside our largest municipal accounts and own our largest state contract ($M ARR) as the primary relationship owner and implementation lead. This means structuring complex implementations, aligning stakeholders across leadership and frontline staff, and turning field learnings into scalable systems.
We’re looking for a customer-obsessed, high-leverage, and versatile operator based on the East Coast (New York tristate area, Philadelphia, Baltimore, DMV, Delaware). You’ll be the connective tissue between our customers & product, engineering, sales, and leadership while systematizing work that currently lives in the gaps.
As founding Business Operations, you’ll be reporting directly to the CEO and will own:
Customer Delivery (70%)
Own end-to-end delivery for our largest state implementation and municipal accounts
Lead complex stakeholder alignment across agency executives, frontline staff, and political leadership
Strategic Ops (30%)
Build scalable CS infrastructure: health scoring, renewal playbooks, onboarding frameworks
Translate field insights into product roadmap with product manager
Establish expansion strategy with CEO
Partner with sales to build business case studies
This is a roll-up-your-sleeves, high-impact, “carve the path” role.
Your First 90 Days and Beyond
Month 1 - Understand
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 several implementation trainings
Visit 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 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
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. Expect significant travel in the first 6 months (2 weeks/month during the beginning of implementation), tapering to ~20–25% ongoing.
2+ years at McKinsey, Bain, BCG, Deloitte, or equivalent strategy consulting experience or in a highly analytical, client-facing role at an early-stage startup
Comfortable presenting to C-suite and government leadership
Experience structuring ambiguous problems into clear workstreams and execution plans
Proven ability to manage complex, high-stakes stakeholder environments
Strong analytical skills able to interpret data, identify trends, and translate insights into measurable outcomes
Thrive in a remote-first, minimally structured startup environment with high ownership and ambiguity
Comfortable using AI to accelerate work
Bonus Points
Former founder
Direct experience working with state or local government customers/systems
Experience at an early-stage or growth-stage GovTech startup
Experience working alongside Sales on retention and expansion
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 ($150,000 - $190,000), 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 to learn more about Infilla
Behavioral interview (45-60 min) - Meet with the founder to talk through your past experiences
Culture fit / cross-functional interview (30 min) - Meet with the product team to understand how you work with others
Working session (60 min) - Jam on a plan for supporting a large state account
Reference checks - We talk with 3-5 colleagues whom you've worked with in the past
Offer 🎉