Customer Success Manager

Kastle Systems International, LLC; Dallas (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

Kastle Systems International, LLC in Dallas is seeking a Customer Success Manager to serve as the primary business contact for clients and ensure satisfaction across portfolios. You will socialize the Kastle value proposition, represent client needs, and build long-term relationships.

This is not a sales role, focusing on retention and service excellence. Responsibilities include advocating for clients, coordinating cross-functional teams, and driving renewals and revenue uplift while

Qualifications

• Bachelor’s degree or equivalent experience preferred.
• 2-4 years in account management or customer success roles.
• Excellent communication and relationship-building skills.
• Technical understanding of software, hardware, and networks.

Responsibilities

• Serves as the primary point of contact and builds long-term relationships with customers.
• Advocate for clients within Kastle and ensure services meet client needs; provide industry best practices.
• Respond promptly to client inquiries; coordinate responses for installations, status, escalations, and renewal opportunities.
• Travel to client sites for training, installation support, and quarterly check-ins.
• Monitor and analyze customer usage of Kastle services.
• Collaborate with cross-functional teams to ensure a superior client experience.
• Aim for 95% client retention and renewal rate with revenue uplift through contract renewals.

Skills

Account management

Customer success

Communication

Technical aptitude

Education

Bachelor’s degree preferred

Tools

Microsoft Dynamics CRM

Job description

Overview

Join the leader in providing smarter solutions for a safer world.

The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduce costs and improves the critically important 24x7 performance for building owners, developers and tenants.

Kastle is hiring a Customer Success Manager! This position serves as the primary business contact for the client and is responsible for client satisfaction of the portfolio. The Customer Success Manager is expected to consistently provide excellent customer service to accounts, socialize the Kastle value proposition as well as represent client needs and goals within the organization to ensure quality. In addition, the Customer Success Manager will build relationships with clients. This is not a sales position.

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.

Qualifications

• Bachelor’s degree preferred
• 2-4 years of Account Management/Customer Success Management experience
• Ability to create, maintain, and enhance customer relationships
• Professional, polished in appearance and able to communicate in a detailed and articulate manner
• Technical competence (understanding of software, hardware, networks, etc.)
• Detail oriented, motivated, persistent and a skilled negotiator
• High level of initiative, self-directed, and works well in a team environment
• Experience training customers on the use of technology
• Experience in navigating through complex set of legacy and current technology platforms (Microsoft Dynamics CRM, AX, and proprietary software, among others).
• Must be able to work overtime, weekends, and/or nights when required.

Company Overview

The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.

Equal Opportunity Statement

At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Aff… All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.