Senior Customer Success Manager

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 premier provider of property technology solutions, 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.

The Senior Customer Success Manager will be responsible for cultivating and strengthening relationships with our most strategic clients through proactive thought leadership and advisory, leading our clients to see Kastle as a trusted advisor. As a senior member of the Customer Success team, the Senior Customer Success Manager is expected to play a leading role in both designing and executing client-facing programs with a high degree of ownership over program strategy, tactics, tools, and processes.

The individual will play a pivotal role in ensuring our clients seek out Kastle not just to achieve their existing objectives through our products and services, but for consultative input on how to achieve their objectives in building/property management, asset management, and beyond. The Senior Customer Success Manager will coordinate among internal teams (Customer Support, Project Management, Product Support, etc) to ensure that the client experience consistently exceeds expectations.

The Senior Customer Success Manager will also improve internal coordination by surfacing internal gaps to leadership and supporting internal initiatives to address these gaps.

Growth opportunity

This senior individual contributor position is ideal for individuals who possess a consultative and analytical approach to client relationship management, have a deep understanding of customer needs, and are dedicated to driving customer success and growth. The individual will leverage Kastle subject matter and organizational expertise to socialize the Kastle value proposition and POV to earn their clients’ trust as advisor and internal champion.

In addition to a great work environment, we provide excellent benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, Bright Horizons Lifestyle Assistance, Wellness Program, etc.). We are proud to be a Certified Great Place to Work with awards for being a Top Work Place with Top DE&I Practices!

• Act as client’s advocate within Kastle and ensure that all aspects of our services are delivered to ensure quality standards and client expectations are met; develop a deep understanding of the client’s security and facilities needs and provide advice on Kastle-centric and industry best practices.
• Own and cultivate relationships with senior client stakeholders to continuously assess ongoing needs and develop business recommendations that support retention / sales opportunities.
• Design and execute bespoke client engagement strategies that deliver best practices to maximize value from existing services, raise client awareness of industry trends to leverage in service of their ultimate business goals, and position Kastle as a partner in the client’s journey toward a mobile-first, data-driven and highly integrated property management future.
• Develop and deliver industry POVs, thought leadership, and visibility into Kastle product and service roadmap to proactively cultivate client relationships with senior stakeholders outside of traditional end-user base.
• Develop playbooks addressing challenges among highly technical accounts; lead socialization of playbooks among regional customer success team with support from the Director of Customer Success.
• Autonomously identify opportunities to scale the account management practice, including improvements process and tools to support dynamic, fast-growing, and increasingly technically sophisticated accounts.
• Coordinate 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.

• 5+ years of experience in a customer-facing…