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.

• 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 role or account management in technology, SaaS preferred
• Demonstrated history of driving client success and account growth through strategic planning and tactical execution
• Strong executive presence, track record of maintaining senior client relationships; polished written and verbal communication
• Experience in data analytics; comfort in Excel and data visualization tools (Looker, Power BI, etc) for analysis of large data sets
• Bachelor's degree in a related field (preferred but not required)
• Experience in Commercial Real Estate, Proptech, or other relevant industry experience (preferred but not required)

At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affirmative 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.