Customer Success Manager

ABOUT INSPECTED


Inspected is going after a real, validated market problem with a massive opportunity and a long growth runway ahead of us. We are a tech-enabled platform revolutionizing remote inspections and permitting for the construction industry, serving homebuilders, HVAC, solar, roofing, pool, and commercial and residential contractors across Florida, Texas, and Tennessee - with North Carolina on the near-term horizon and more markets to follow.


We are one of South Florida's fastest-growing companies with 100% growth for three consecutive years. Our market is not saturated and the competition has not built a real moat - we win because of how we execute. That is exactly where this role comes in.


POSITION SUMMARY


Let's be honest about where this role sits today: most of our customer-facing work right now is support - reactive execution to unblock projects and keep inspections and permits moving. That is necessary, but it is not Customer Success. This role exists to build the real thing.


The Customer Success Manager will own a defined portfolio of high-value accounts and shift our relationship with them from reactive problem-solving to proactive partnership. Where Support reacts, Customer Success anticipates - integrating Inspected into how our customers actually run their business, preventing problems before they happen, and driving real adoption, not just usage.


This is a build role. The category of "customer success" as we want it to exist at Inspected does not fully exist yet - you will help define it, working closely with leadership to design the account model, success criteria, and processes that the rest of the team will eventually follow. Success here isn't about inspection volume - it's about changing how contractors run their permitting operation.


ESSENTIAL FUNCTIONS


Core duties and responsibilities include the following. Other duties may be assigned.


Proactive Account Ownership

• Own a portfolio of high-value, "white glove" accounts based on defined revenue and strategic thresholds
• Build genuine, long-term relationships with customers and the contractors involved in their single-family, commercial, and renovation projects
• Initiate regular, proactive check-ins - don't wait for the customer to raise their hand
• Distinguish clearly between Support work (reactive, tactical, unblocking) and true Customer Success work (proactive, strategic, adoption-driving) - and own the latter
• Own executive-level relationships independently - leading conversations on account health, adoption milestones, risks, and value without requiring escalation

Adoption & Value Realization

• Identify and close the gap between a customer's claimed job volume and their actual realized volume - what we call "failure to launch"
• Understand each account's full revenue potential ("wallet size") and build a plan to capture it
• Recognize that buyers and day-to-day users are often different people - build adoption strategies that work for the actual end users (installers, admins) who may not directly feel the value
• Move the team from anecdotal, one-off feedback to structured, scalable account analysis - signal over noise
• Lead change management across customer organizations - helping teams move beyond legacy workflows and building the adoption behaviors required to realize value
• Diagnose adoption risk early, align stakeholders proactively, and restore momentum when accounts stall

Data, Insights & Permit Hub

• Use Permit Hub data, CRM signals, and account health metrics to build a structured view of each account - moving from anecdotal feedback to actionable account intelligence - track customer and project activity, predict potential roadblocks, and take action before issues arise
• Analyze customer data and project interactions to identify trends and emerging needs across single-family, commercial, and renovation project types
• Conduct proactive account audits and provide operational guidance based on data, not assumptions

Cross-Functional Influence & Process Building

• Partner closely with the Support/Account Specialist team so tactical issues are resolved quickly while you focus on strategic account health
• Surface internal customer issues to leadership constructively - navigating the reality that this can sometimes create cross-functional tension, and doing it well anyway
• Help systematize what works - this role is not just about delivering for individual clients, it is about building repeatable process and influencing how the broader team operates
• Provide structured feedback to Product and Operations on adoption blockers, feature gaps, and innovation opportunities - translating patterns in contractor friction (jurisdiction complexity, workflow gaps, adoption blockers) into structured intelligence that informs Product, Operations, and Leadership

QUALIFICATIONS


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Required

• Minimum 5 years of relevant working experience in customer success, account management, customer service, permitting, or a related field
• Prior experience working as a permitter, in customer service, or within a municipality is strongly preferred given the complexity of Florida permitting and inspection processes
• Proven ability to build process and systematize what works - not just deliver for individual accounts, but influence how the broader function operates
• Strong analytical skills with the ability to move from anecdotal feedback to structured account insights
• Highly detail-oriented with excellent written and verbal communication skills
• Self-starter who is comfortable in an environment where the playbook is still being written
• Ability to own executive-level relationships independently and lead conversations on account health, adoption milestones, risks, and value - not just interact professionally with all levels of the organization
• Excellent computer skills including Microsoft Office Suite

Preferred

• Familiarity with HubSpot or similar CRM platforms
• Experience in B2B customer success, account management, or technical services
• Background in the construction, permitting, or inspection industry
• Proactive, ambitious, and strategically minded - someone who sees a problem and wants to build the solution, not just manage around it
• Bilingual in English and Spanish - a strong advantage in our South Florida market

SUPERVISORY RESPONSIBILITIES


This position does not currently have direct reports. As the Customer Success function matures and account volume grows, there is a clear path to building and leading a team.


WHAT WE OFFER

• Competitive compensation commensurate with experience
• Unlimited PTO policy
• Health benefits and 401(k)
• A front-row seat to one of South Florida's fastest-growing tech companies
• The rare opportunity to define a function from the ground up, not just operate within one
• Direct visibility with revenue leadership and a real say in how this role evolves