Client Success Strategist for Security Solutions

Kastle Systems International, LLC; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Kastle Systems is seeking a Customer Success Manager to serve as the primary business contact for clients, ensuring satisfaction and socializing the Kastle value proposition.

You will build relationships, ensure service delivery, coordinate with cross-functional teams, and travel to client sites for training and quarterly check-ins. This role emphasizes client advocacy and renewal-focused collaboration to drive retention.

Qualifications

• Serves as the primary point of contact and builds long-term relationships with customers.
• Act as client’s advocate within Kastle and ensure that all aspects of our services are delivered as expected to clients; develop a deep understanding of the client’s security and facilities needs and provide advice on Kastle-centric and industry best practices.
• Utmost responsiveness to client calls and emails – addressing needs as the primary point-of-contact for support for the client. Assist in coordination of responses related to areas outside of primary responsibilities, for issues such as installation project status and on-time completion, support issues escalation, sales opportunities follow up, etc.
• Travels to client sites for training, installation support, quarterly check-ins, and to meet client needs as they arise.
• Monitors and analyzes customer’s usage of our service.
• Develop cross-functional relationships with Business Development Managers, Project Managers, Field Service technicians, the Client Services team, and the Kastle Operations Center to ensure an exceptional experience for clients with all aspects of their Kastle experience; support these other teams as a conduit to the client.
• Client relationship management, with significant focus on the business relationship in order to drive a 95% client retention and renewal rate, as well as an average 2% renewal revenue increase through annual (contractually agreed) price increase across the account base.

Responsibilities

• Serves as the primary point of contact and builds long-term relationships with customers.
• Act as client’s advocate within Kastle and ensure that all aspects of our services are delivered as expected to clients; develop a deep understanding of the client’s security and facilities needs and provide advice on Kastle-centric and industry best practices.
• Utmost responsiveness to client calls and emails – addressing needs as the primary point-of-contact for support for the client. Assist in coordination of responses related to areas outside of primary responsibilities, for issues such as installation project status and on-time completion, support issues escalation, sales opportunities follow up, etc.
• Travels to client sites for training, installation support, quarterly check-ins, and to meet client needs as they arise.
• Monitors and analyzes customer’s usage of our service.
• Develop cross-functional relationships with Business Development Managers, Project Managers, Field Service technicians, the Client Services team, and the Kastle Operations Center to ensure an exceptional experience for clients with all aspects of their Kastle experience; support these other teams as a conduit to the client.
• Client relationship management, with significant focus on the business relationship in order to drive a 95% client retention and renewal rate, as well as an average 2% renewal revenue increase through annual (contractually agreed) price increase across the account base.

Job description

Kastle Systems is seeking a Customer Success Manager to serve as the primary business contact for clients, ensuring satisfaction and socializing the Kastle value proposition.

You will build relationships, ensure service delivery, coordinate with cross-functional teams, and travel to client sites for training and quarterly check-ins. This role emphasizes client advocacy and renewal-focused collaboration to drive retention.