Senior Customer Success Manager

Kastle Systems International, LLC; Falls Church (VA); On-site; USD 120,000 - 190,000; Full time

Job summary

Kastle Systems International, LLC is seeking a Senior Customer Success Manager to lead a portfolio of enterprise accounts, acting as the senior strategic relationship owner and ensuring exceptional client experiences across the lifecycle.

The role requires autonomy, executive presence, and business acumen, coordinating across Support, PM, Product, Operations, Sales, and Leadership to drive growth, retention, and long-term partnerships.

Qualifications

• 5+ years in customer success or strategic account roles in tech/SaaS.
• Proven ability to manage enterprise relationships and drive retention.
• Executive presence with C-suite engagement experience.
• Experience with data analytics and BI tools to guide decisions.

Responsibilities

• Own senior enterprise accounts and provide white-glove service.
• Develop multi-year account plans and growth strategies.
• Coordinate with cross-functional teams to exceed expectations.
• Lead executive-level communications and issue resolution.
• Position Kastle as trusted advisor on security and operations.
• Drive adoption, renewals, and expansion opportunities.
• Deliver strategic guidance and best-practices for client success.
• Shape customer success playbooks and governance.
• Collaborate with Sales, PM, Ops to align goals.
• Escalate high-priority client situations with executives.

Skills

Executive presence

Strategic thinking

Data analytics

Leadership

SaaS experience

Customer success

Relationship management

Education

Bachelor’s degree

Tools

Excel

Power BI

Looker

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 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. This is a unique and exciting opportunity for an innovative leader to come in and have an immediate impact.

The Senior Customer Success Manager is responsible for cultivating and strengthening relationships with Kastle’s most strategic and highest-value clients through proactive thought leadership, executive advisory, and dedicated white-glove account management. This role serves as the senior strategic relationship owner for a portfolio of named enterprise accounts and is responsible for ensuring an exceptional client experience across all phases of the customer lifecycle, from day-to-day responsiveness to long-term strategic planning.

This position requires a high degree of autonomy, executive presence, and business acumen, paired with a hands-on willingness to be the client’s go-to resource for whatever they need, whenever they need it. The individual will lead account strategy for complex enterprise relationships, develop multi-year client engagement plans, and position Kastle as a trusted advisor to executive stakeholders while remaining closely engaged in the operational realities of the account. The Senior Customer Success Manager is expected to influence both client outcomes and internal business strategy, helping shape customer success best practices across the organization.

The individual will play a pivotal role in ensuring clients seek out Kastle not only to achieve their existing objectives through our products and services, but also for consultative guidance on broader building operations, property management, security strategy, asset performance, and digital transformation initiatives. This role will coordinate across Customer Support, Project Management, Product, Operations, Sales, and Executive Leadership teams to ensure client expectations are consistently exceeded while identifying opportunities for growth, retention, and long-term partnership expansion.

Our success is driven by the combination of advanced technology and talented people. We are proud to be a Certified Great Place to Work®, recognized for a culture that prioritizes both professional excellence and employee well-being. In addition to a great work environment,we provide a comprehensive benefits package including medical, dental, and vision coverage, a 401(k) plan, and generous paid time off. Our offerings also include tuition and training assistance, BrightHorizons lifestyle assistance, life and disability insurance, and wellness programs. For more information on what it's like to work with us, please visit Life at Kastle.

Responsibilities

• Executive Client Ownership: Serve as the primary strategic relationship owner and primary point of contact for a portfolio of named enterprise accounts, building trusted relationships with executive stakeholders and delivering a highly personalized, white-glove client experience. Provide exceptional responsiveness to client calls and emails, serve as the client’s go-to resource for support, and coordinate responses on issues outside core responsibilities.
• Client Advocacy: Act as the client’s advocate within Kastle and ensure that all aspects of our services are delivered to meet quality standards and client expectations. Develop a deep understanding of the client’s security, facilities, and operational priorities and provide strategic guidance on industry best practices.
• Relationship Management: Own and cultivate executive-level relationships to continuously assess evolving business needs, mitigate risk, increase retention, and identify opportunities for expansion and innovation.
• Account Strategy: Develop and execute comprehensive account plans for major enterprise clients, including success metrics, stakeholder mapping, business reviews, adoption strategies, renewal planning, and growth initiatives.
• Engagement Strategy: Design and execute customized engagement programs that maximize value realization, elevate executive engagement, and position Kastle as a long-term strategic partner.
• Thought Leadership: Deliver industry perspectives, strategic recommendations, and visibility into Kastle’s roadmap. Proactively engage senior stakeholders beyond traditional end-user groups.
• Cross-Functional Partnership: Develop strong working relationships with Business Development Managers, Project Managers, Field Service Technicians, the Client Services team, and the Kastle Operations Center to ensure an exceptional experience across every aspect of the client’s Kastle relationship. Serve as a conduit between these teams and the client, not just an escalation point.
• Practice Leadership: Lead the development of playbooks, methodologies, and best practices for managing highly sophisticated enterprise accounts and support the advancement of the Customer Success function.
• Practice Scaling: Identify opportunities to improve processes, tools, reporting, and governance structures that enable scalable growth and stronger client outcomes.
• Executive Escalation Management: Lead high-priority client situations, ensuring rapid alignment across internal stakeholders and effective communication with executive client contacts.

Qualifications

• Experience: 5+ years of experience in customer success, strategic account management, consulting, or related customer-facing roles within technology organizations. SaaS experience preferred.
• Track Record: Demonstrated success managing complex enterprise relationships, driving retention, growth, and executive stakeholder engagement.
• Executive Presence: Exceptional executive presence with a history of building trusted relationships with C-suite and senior leadership stakeholders, balanced with comfort operating in day-to-day account details when needed.
• Strategic Thinking: Ability to connect client business objectives with technology-enabled solutions and develop long-term account strategies.
• Data Analytics: Experience leveraging data analytics and visualization tools such as Excel, Power BI, Looker, or similar platforms to drive client recommendations and business decisions.
• Leadership: Proven ability to influence cross-functional teams and drive outcomes without direct authority.
• Education: Bachelor’s degree in a related field preferred but not required.
• Industry Domain: Experience in Commercial Real Estate, PropTech, Physical Security, or related industries preferred but not required.

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 / Affictive Action employer. 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.

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