Customer Success Manager

Kastle Systems International, LLC; Fremont (CA); On-site; USD 75,000 - 120,000; Full time

Job summary

Kastle Systems is hiring a Customer Success Manager to serve as the primary contact for clients and ensure high levels of satisfaction with Kastle’s security solutions. The role emphasizes advocacy, responsiveness, and cross-functional collaboration to meet client needs.

The ideal candidate will build long-term relationships, understand clients’ security and facilities requirements, and contribute to renewals and incremental revenue while maintaining Kastle’s high service standards.

Qualifications

• Bachelor's degree or equivalent preferred.
• 2–4 years in Account Management or Customer Success roles.
• Ability to build and maintain client relationships.
• Professional, articulate communication with clients.
• Technical understanding of software, hardware, networks.

Responsibilities

• Serve as primary business contact for the client and ensure satisfaction across the portfolio.
• Advise clients on Kastle value proposition and align client needs with Kastle services.
• Respond promptly to client inquiries and coordinate responses for projects and escalations.
• Travel to client sites for training, installation support, and quarterly check-ins.
• Develop cross-functional relationships to deliver exceptional Kastle experiences and drive renewal revenue.

Skills

Account Management

Customer Success

Relationship Building

Negotiation

Communication

Education

Bachelor's degree

Tools

Microsoft Dynamics CRM

AX/Dynamics

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. 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 is 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 24-x-7 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).