Customer Success Manager

Kastle Systems; Fremont (CA); On-site; USD 85,000 - 120,000; Full time

Job summary

Kastle Systems is seeking a Customer Success Manager to be the primary client contact, ensuring satisfaction and driving adoption of our security solutions across portfolio accounts.

The role focuses on advocating for clients, coordinating with Business Development, Project Management, Field Service, and the Kastle Operations Center to deliver exceptional service and renewals.

Qualifications

• Bachelor’s degree preferred.
• 2–4 years of Account Management/Customer Success experience.
• Experience navigating complex technology platforms (Microsoft Dynamics CRM, AX, and proprietary software).

Responsibilities

• Serves as the primary point of contact and builds long-term relationships with customers.
• Advocates for the client and ensures services are delivered as expected.
• Responsive to client calls and emails as the main support contact.
• Travels to client sites for training, installation support, and quarterly check-ins.
• Monitors and analyzes customer usage of Kastle services.
• Collaborates with internal teams to ensure exceptional client experience and supports other teams as needed.
• Aims for 95% client retention and renewal rate with annual price renewals.

Skills

Customer relationship management

Communication skills

Technical competence

Team collaboration

Negotiation

Education

Bachelor’s degree preferred

Tools

Microsoft Dynamics CRM

AX

Proprietary software

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 reduces 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).