Note: The job is a remote job and is open to candidates in USA. Property Inspect is an enterprise inspection, maintenance, and compliance platform for real estate and operational teams. The Senior Technical Customer Success Manager will own US customer relationships from implementation through renewal and expansion, leading technical onboarding, workflow configuration, adoption, commercial engagement, and customer advocacy.
Responsibilities
- Own a portfolio of US customers from post-sale implementation through adoption, retention, renewal and expansion
- Build strong relationships with customer stakeholders, from operational users through to senior decision-makers
- Lead technical onboarding and implementation alongside our global Head of Business Solutions
- Understand each customer's objectives and translate them into effective Property Inspect workflows and configurations
- Become a genuine product expert, capable of solving workflow and configuration challenges without unnecessarily escalating them
- Drive customers towards measurable outcomes and faster time-to-value, rather than simply encouraging platform usage
- Monitor account health using product usage, engagement, support activity and stakeholder relationships
- Identify adoption gaps and proactively intervene before they become retention risks
- Conduct customer success reviews, account reviews, training sessions and product demonstrations
- Own day-to-day commercial relationships across your customer portfolio
- Support renewals and ensure commercial conversations happen well before renewal deadlines
- Identify opportunities to expand into additional teams, portfolios, locations, programmes and product capabilities
- Progress expansion opportunities independently where appropriate and collaborate with the US Sales Director on larger commercial opportunities
- Coordinate customer requirements with our Head of Business Solutions and wider UK team
- Gather structured customer feedback and identify recurring requirements, workflow challenges and product opportunities
- Feed product requirements through the appropriate Business Solutions and Product processes, rather than treating every customer request as a feature request
- Coordinate technical issues with Support and Engineering where escalation is required
- Help create US customer champions, references, testimonials and case studies alongside Marketing
- Develop deeper knowledge of US inspection and compliance workflows, including public and affordable housing use cases such as NSPIRE and HQS
- Help refine the processes, playbooks and best practices that will underpin our growing US Customer Success operation
- Represent the voice of US customers internally and provide structured insight into how Property Inspect can become even more valuable in the market
Skills
- Strong experience in Customer Success, Technical Account Management, Solutions Consulting, Account Management or a similar customer-facing SaaS role
- A track record of building trusted, long-term customer relationships and improving retention
- Strong commercial instincts and the ability to recognise expansion opportunities without turning every customer conversation into a sales pitch
- Confidence working with enterprise or complex customers and multiple stakeholder groups
- Strong analytical skills, with the ability to interpret usage, engagement and customer data to identify risks and opportunities
- Comfort learning technically sophisticated SaaS products and troubleshooting configuration and workflow issues
- Excellent written and verbal communication skills
- Confidence presenting, demonstrating software and delivering remote customer training
- Strong organisation and time-management skills, particularly when managing multiple customers and projects remotely
- The judgement to distinguish between a support issue, training issue, configuration problem, product requirement and commercial opportunity
- Curiosity about AI, automation and data-driven software
- A genuine interest in how technology can modernise real-world operational processes
- Experience in PropTech, real estate, property management, facilities management, inspections, compliance, public or affordable housing, or adjacent SaaS sectors would be particularly valuable, but isn't essential if you have the right SaaS and technical background
- A bachelor's degree in business, technology or a related field is welcome, but equivalent practical experience matters more to us
Benefits
- United States | Full-time | Remote
- You'll have access to senior leadership, meaningful autonomy and the opportunity to solve real customer problems rather than simply follow a rigid playbook.
- As the US business scales, we expect the scope and leadership opportunity around this role to scale with it.
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