Technical Customer Success & Account Manager - US

Senior Technical Customer Success Manager - US

United States | Full-time | Remote

About Property Inspect

Property Inspect is an enterprise inspection, maintenance and compliance platform built for modern real estate operations.

Our technology helps property managers, asset managers, facilities teams, housing providers, operators and inspection businesses streamline complex workflows, standardise reporting and gain real-time visibility across their portfolios.

Property Inspect connects teams, contractors, assets and data through one unified platform, supported by powerful online and offline mobile applications. Customers use us to manage inspections, audits, maintenance workflows, regulatory compliance and operational reporting at scale.

Our InspectAI technology brings artificial intelligence directly into these workflows through AI-generated property descriptions, defect recognition, speech-to-report, intelligent templates, automated summaries, analytics and an expanding suite of AI-powered capabilities.

Property Inspect is already trusted internationally across residential real estate, commercial property, facilities management, public and affordable housing, hospitality and inspection services.

We're now entering an important new stage of growth in the United States.

We're expanding our presence, winning increasingly sophisticated customers and building a stronger US operation around them. We're looking for someone exceptional to become a key part of that journey.

The Opportunity

This isn't a traditional Customer Success role where you'll simply inherit a book of accounts, schedule quarterly calls and manage renewals.

We're looking for someone who can sit at the intersection of Customer Success, Account Management and Technical Solutions.

You'll become a trusted partner to Property Inspect's US customers, understanding what they're trying to achieve, helping design the right workflows, getting them successfully implemented and ensuring they continue to realise measurable value from the platform.

You'll also have strong commercial instincts.

As customers succeed, you'll recognise opportunities to expand Property Inspect into additional teams, portfolios, regions, programmes and workflows.

You'll work closely with our US Sales team while collaborating directly with senior colleagues across Business Solutions, Product, Engineering, Support, Marketing and our UK leadership team.

For the right person, this is an opportunity to join while our US operation is still being built and have a meaningful influence on what it becomes.

What You'll Own

• 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.

What Success Looks Like

You'll ultimately be measured on customer outcomes rather than activity.

Success means:

• Customers are implemented successfully and quickly.
• Time-to-first-value continues to fall.
• Customers adopt the workflows and capabilities they purchased.
• Account health and stakeholder engagement are visible and proactively managed.
• Retention and renewal rates remain strong.
• Churn risks are identified early rather than at renewal.
• Expansion opportunities are consistently surfaced.
• Existing US customers contribute increasing expansion ARR.
• Technical and implementation issues are resolved efficiently.
• Customers become advocates for Property Inspect.
• The US organisation becomes increasingly self-sufficient in managing customer relationships and solutions.

Who We're Looking For

We're particularly interested in someone who combines commercial awareness with technical curiosity.

You don't need to be a software engineer, but you should genuinely enjoy understanding how software works, configuring systems, solving workflow problems and figuring things out.

Ideally, you'll bring:

• 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.

You'll Work Closely With

• US Sales Director: Account strategy, commercial opportunities, renewals and expansion.
• Senior Sales Director: Global sales alignment and major account opportunities.
• Head of Business Solutions: Technical onboarding, solution design, implementation and complex customer requirements.
• Support Manager: Escalations, customer friction and recurring support patterns.
• Head of Engineering: Technical escalation where appropriate, routed through established processes.
• Head of Marketing & Growth: Customer advocacy, case studies, US market insights and customer communications.
• Commercial Director: Strategic US opportunities and major relationships.
• UK Leadership Team: Ensuring US customer experience and market insight influence our global direction.

Why Join Property Inspect Now?

Property Inspect has an established global product, proven customers and years of domain experience, but significant opportunity remains ahead of us, particularly in the United States.

You'll join at a point where:

• Our US customer base is growing.
• Our enterprise proposition is becoming stronger.
• AI is rapidly changing what our platform can deliver.
• We're investing in our US sales and go-to-market capability.
• There is genuine scope for the person in this role to influence how our US Customer Success and Account Management function develops.

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.

If you're successful and valued where you are, but feel ready for a role where you can have more ownership, more influence and a bigger part in building something, we'd particularly like to hear from you.