Location: Washington, D.C.
Position Type: Full Time
InSite LLC, a Washington D.C. based real estate technology company, is seeking a Customer Success Manager to deliver sustainability solutions. InSite is a leading provider of innovative enterprise analytics and actionable business intelligence solutions for building owners and operators to enhance decision-making, improve operational performance, and reduce energy and carbon consumption in the built environment. The company is private equity backed and rapidly growing.
Primary Responsibilities:
Client Liaison & Relationship Management
· Ensures customer success for InSite’s major hospitality customers, through excellent delivery
· Serves as the single point of accountability between internal teams and client stakeholders, including ESG leads and property-level Directors of Engineering (DOEs)
· Maintains strong relationships with client personnel across corporate and property levels
· Strategizes on customer’s objectives and key performance indicators
· Builds strong customer relationships to maintain and grow existing business
Program Management & Communication
· Provides consistent, proactive oversight and rapid resolution of customer issues, driving both operational efficiency and customer satisfaction via handling of Customer Support Requests (CSRs)
· Meets with customer leadership teams to report open CSRs including response times and resolutions
· Leads quarterly business reviews to assess performance, progress toward strategic goals, and client satisfaction
· Implements a continuous improvement process by regularly reviewing customer satisfaction survey feedback, performance metrics, and program outcomes
Training & Onboarding
· Manages and executes the onboarding process for new properties and/or Directors of Engineering (DOEs), ensuring timely introduction to program tools, workflows, and expectations. This includes coordinating kickoff meetings, delivering onboarding materials, providing initial training, and serving as the primary point of contact during the transition period.
· Develops comprehensive training collateral including user guides, platform FAQs and SOPs, step-by-step workflow documentation, one-pagers, and presentation decks
· Delivers regular live training sessions open to all DOEs and Assistant DOEs, with multiple time zone options to maximize attendance
Platform & Development Coordination
· Translates business requirements for software updates into actionable development tasks
· Leads the seamless coordination of data integration, development efforts, reporting, customer support and ticket management for customers
Requirements:
· Minimum three to five years of relevant practical experience in customer success management in or around the built environment or enterprise technologies
· Experience working with hospitality sector preferred
· Commute to InSite’s Washington DC based Headquarters 2-3 days per week
· Ability to travel within the US and Canada (less than 25% of the time)
· Undergraduate or graduate degree in relevant field of study
· Detail-oriented with the ability to manage projects from inception through execution
· Articulate communicator with exceptional people skills to lead and mobilize diverse internal and external groups
· Collaborator who enjoys a fast-paced, intellectually stimulating work environment
· A passion for sustainability, energy efficiency and climate action
· Resourceful problem solver with proven ability to conceptualize and implement effective technology-based initiatives
· A hunger to learn and ability to flourish in a dynamic, high-growth, entrepreneurial environment
