Customer Success Manager

Insight Risk Technologies brings Builder’s Risk insurance into the digital age, combining world‑class insurance programs with sensor‑driven technology that prevents losses on active construction sites. By deploying environmental monitoring tools and leveraging real‑time data, we help building owners, developers, and general contractors reduce water damage risks, improve productivity, and lower their total cost of risk while enhancing underwriting profitability. A leader in both fire‑resistive and wood‑frame construction sectors, Insight Risk offers a dynamic and rewarding opportunity to professionals committed to transforming how risk is managed in modern construction.

We are seeking a Customer Success Manager who will serve as the primary advocate for our clients throughout their entire experience with Insight Risk. This role involves working directly with project teams and being present on active construction sites to ensure successful deployments. Additionally, this role ensures that every customer feels supported and satisfied from initial contact and onboarding through deployment and ongoing service.

You will combine strong client‑facing skills with construction knowledge to deliver exceptional service, by providing hands‑on deployment support, proactive communication, and deployment troubleshooting and site coordination. As the key point of contact, you will make sure our clients achieve success with our sensor solutions and enjoy a seamless, positive experience at every stage.

• Serve as the primary advocate for clients, ensuring a seamless and positive experience from initial contact and onboarding through deployment and continuous engagement until project completion.
• Interpret construction drawings, floor plans, and plumbing riser diagrams to inform deployment strategies.
• Lead and support environmental sensor deployments on construction sites, including hands‑on deployment on‑site or coordinating with third‑party deployment partners for remote deployments.
• Assist in creating customer‑facing resources (e.g., deployment guides, troubleshooting documentation) and identify additional materials to enhance the customer journey.
• Develop and maintain the customer journey, proactively managing touchpoints and ensuring satisfaction throughout the lifecycle of the project.
• Document deployments and manage client communications using a CRM and other project tools.
• Establish feedback loops with clients and internal teams to improve documentation, processes, and overall customer experience.
• Collaborate with internal teams (Underwriting, Technology, Marketing) to share insights and drive continuous improvement.
• Maintain organized documentation of site visits, deployment plans, and client interactions, including report generation on client needs, action items, and follow‑ups.
• Monitor system performance and coordinate solutions to ensure uptime and data quality.
• Travel up to 20% to key markets (e.g., Southern California, New York Tri‑State, and Southern Florida) for deployments.
• Stay informed on emerging construction and technology trends to enhance client success strategies.

• Proven customer‑facing experience, with strong relationship‑building skills and the ability to communicate professionally via email, phone, and video calls.
• Comfort working in high‑growth startup environments, demonstrating adaptability, resourcefulness, and a proactive mindset.
• Ability to thrive in a highly dynamic environment, managing shifting priorities and solving problems independently.
• Technical literacy in a construction‑related discipline and ability to interpret floor plans and plumbing riser diagrams.
• Experience working with construction technology tools and supporting sensor deployments onsite.
• Strong organizational skills, including report generation, tracking action items, and maintaining detailed records.

• Bachelor’s degree preferred in Business, Construction Management, or related field.
• 2‑4 years of experience in customer success, account management, or client‑facing roles within construction or construction risk management environments.
• Demonstrated ability to manage…