Director of Customer Success

Inspect Point; United States; Remote; USD 100,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Dental and vision plans

401(k) with company match

HSA and FSA options

Life and AD&D insurance

Employee assistance program

Job summary

Inspect Point is hiring a Director of Customer Success to own retention, renewals, and customer health across our base, from Enterprise to SMB. You’ll lead the CS and Renewals teams, coach managers, and drive an operating rhythm while stepping in on renewals and escalations that matter most.

This is not a dashboard role; you’ll actively coach, own the renewals process and collaborate with Product to shape the roadmap based on customer feedback. Remote, US-based position with travel as needed.

Qualifications

• 8+ years in B2B SaaS Customer Success or Account Management.
• 3+ years leading CS teams, including managers or senior ICs.
• Track record of owning and improving retention and renewal targets.
• Experience across Enterprise, Mid-Market and SMB customers.
• Hands-on experience with Planhat, Gainsight or similar, plus Salesforce.

Responsibilities

• The team: Hire, coach and develop CSMs and the Renewals team into a proactive, accountable group.
• The number: Gross and net revenue retention, with a renewal forecast leadership can trust.
• The playbook: Segment engagement models, health scoring, business reviews and risk plans.
• The voice of the customer: Bring what you hear to Product and help shape the roadmap.

Skills

B2B SaaS Customer Success

People leadership

Customer retention

Tools

Planhat

Gainsight

Salesforce

Job description

Keep the buildings safe. Keep the customers growing. Lead the team that does both.

THIS IS A CURRENT OPENING. WE EXPECT TO FILL IT BY DECEMBER 2026.

Inspect Point is the cloud-based platform fire and life safety professionals rely on to make the world safer. More than 700 fire protection businesses use it to run their entire operation in one integrated system, from inspections to collections. Technicians complete inspections in the field, and office teams schedule work, deliver reports, manage deficiencies and stay compliant with the authorities having jurisdiction (AHJs) they serve. Built-in integrations and a library of current, code-compliant templates keep it all moving, and more than 4.5 million inspections have been completed on the platform so far.

Our customers’ work keeps people safe. Our job is to make sure they succeed long after they sign.

We're looking for a Director of Customer Success to own that mission. You'll lead every CSM, from Enterprise to SMB, plus our Renewals team, and you'll be accountable for retention, renewals and customer health across our base.

This isn't a "manage from a dashboard" role. As we grow our Enterprise business, you'll coach the team, build the operating rhythm, and step in personally on the renewals and escalations that matter most.

What you'll own

• The team: Hire, coach and develop CSMs and the Renewals team into a proactive, accountable group
• The number: Gross and net revenue retention, with a renewal forecast leadership can trust
• The playbook: Segment engagement models, health scoring, business reviews and risk plans
• The voice of the customer: Bring what you hear to Product and help shape the roadmap

You might be a great fit if you have

• 8+ years in B2B SaaS Customer Success or Account Management
• 3+ years leading CS teams, including managers or senior ICs
• A track record of owning and improving retention and renewal targets
• Experience across Enterprise, Mid-Market and SMB customers
• Hands-on experience with Planhat, Gainsight or similar, plus Salesforce

Bonus points:

Experience in fire protection, life safety, field service or the trades, familiarity with NFPA and ITM workflows, or experience helping a company move upmarket.

The details

• Location: Remote, US-based
• Travel: Up to 25% for customer visits and team onsites
• Reports to: Chief Customer Officer
• Pay: $100,000 to $120,000 base salary, plus variable pay. Final pay is based on experience and skills.
• Apply by: November 9, 2026

Coverage starts the first of the month on or after your start date, for you plus your spouse or domestic partner and children.

• Time off: Self-managed PTO, so you can take the time you need to recharge
• Retirement: 401(k) with a dollar-for-dollar company match up to 4% of your pay
• Health: Three Anthem medical plans to choose from, including an HSA-eligible option, plus dental and vision
• Savings accounts: Health Savings Account (HSA), healthcare FSA and dependent care FSA
• Company-paid protection: Life and AD&D insurance, short-term disability and long-term disability, at no cost to you
• Support when you need it: Employee Assistance Program, 24/7 telemedicine and a personal benefits advocate through the Bennie app
• Extras: Fertility and family-building support through Kindbody, an employee discount program, and optional benefits like pet insurance and financial advice