Customer Success Manager

Overview:

Join the leader in providing smarter solutions for a safer world.

Kastle is the nations leading provider of Managed Security Services. Our customers depend on us every day and include the whos who of commercial real estate, distinguished global retail brands, leading commercial enterprises and critical government facilities. We are committed to providing a Wow customer experience and we continually invest in the next big ideas to shape and transform our industry. We are proud to say that our people are the industrys best and we work hard to create a culture that provides a compelling career for talented individuals.

Given Enterprise Accounts business model of recurring monthly revenue received from high profile accounts for rendered services, retention and renewal of subscription fees plus opportunities for additional services sale and upsell opportunities primarily from the same accounts, Customer Success team is critical to Enterprise Accounts profitability and growth. This leadership position is, therefore, vital to own driving success for our customers. This roles responsibilities are for all encompassing Customer Success activities, such as customer on-boarding, support (ticket/case responsiveness and resolution), services adoption (customer orientation/training), being the voice of the customer to Kastle (advocacy), and successful outcomes (customer satisfaction, renewal, retention, upsell, new sales).

In addition to a great work environment, we provide excellent benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, BrightHorizons Lifestyle Assistance, Paid Time Off, 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 Please visit Kastle Careers for more information about working with us.

• Conduct comprehensive online and in-person training sessions to educate clients on product functionalities and best practices.
• Oversee new site onboarding activities and collaborate closely with Customer Support for effective guidance during the initial 30-day period.
• Work in conjunction with the Project Management team to ensure a coordinated and smooth transition for clients.
• Stay up to date on Kastles products or services, Kastles internal systems and processes to serve as subject matter expert for internal and external Stakeholders.

Client Advocacy (30%):

• Act as a client advocate within the organization, ensuring services meet expectations and advising on best practices while addressing client inquiries, concerns, and issues. Collaborate with senior team members and other internal stakeholders to ensure prompt and effective resolutions.
• Develop bespoke client engagement strategies aimed at maximizing the value derived from existing services, raising client awareness of industry trends, and positioning Kastle as a strategic partner in the clients journey toward a mobile-first, data-driven, and integrated property management future.
• Collaborate with clients during Quarterly Business Reviews/Executive Business Reviews (QBRs/EBRs) to develop and execute detailed success plans, ensuring alignment with their desired outcomes.
• Provide industry Point-of-Views (POVs), thought leadership, and insights into Kastle's product and service roadmap. Cultivate relationships with senior stakeholders beyond traditional end-users. Support Senior Client Advisors in creating client-facing communications.
• Leverage internal and client-facing data analytics tools to elevate discussions with clients from a security-focused approach to asset management-focused discussions. Enable clients to perceive Kastle as a crucial input for data-driven decisions related to property, asset, and portfolio management.

Customer Success (40%):

• Manage large and often more complex and demanding client accounts that present greater technical challenges, understanding needs, and fostering relationships to drive retention and renewal rates.
• Manage Key Accounts under strict SLAs (Service Level Agreement) and other time constraints, ensuring adherence to agreements and implementing price increases.
• Maintain organized records of client interactions, account history and activities in our CRM
• Lead timely resolution of critical cases and manage general administrative requests by clients such as invoice and documentation queries, reports, and other information provision as asked by clients
• Engage proactively with clients through various communication channels (calls, emails, virtual meetings, on-site visits) to understand their goals, challenges, and expectations. Provide timely support and assistance as needed.
• Continually assess client needs, develop business recommendations, identify sales opportunities, and maintain records in the CRM system.
• Guide and support junior team members
• Handle special projects and other duties as assigned.

Account Growth & Retention (20%):

• Monitor, develop, and successfully execute contract renewals and multiyear service agreements.
• Leverage competitive bid and creation of frameworks/playbooks to retain clients, working in close collaboration with Senior, CSM or Management.
• Collaborate with clients to execute success plans, ensuring they achieve their desired outcomes and contribute to business renewal/retention.
• Execute strategies for increasing renewal revenue by implementing annual contractually agreed price increases across the account base.
• Continuously monitor and assess client needs to identify opportunities for upselling or cross-selling additional services that align with client goals for account growth. Assist in presenting business recommendations and maintain records in the CRM.
• Identify qualified leads and collaborate with the sales team to foster and expand partnerships, contributing to overall account retention and growth.
• Provide valuable insights about expansion, relocation, or adjustments in services to add value for customers. Engage in rate renegotiations or discussions regarding changes in services to maintain and grow customer relationships.

Region-Specific:

• Accountable for managing the book of business, aiming for portfolio growth in alignment with corporate directives.
• Oversee long-term agreement renewals to retain clients.

• Required Education and Experience
  • Bachelor's degree in a related field (preferred but not required).
  • 2 to 5 years of proven experience in a customer-facing role or account management.

• Required to obtain and maintain various certifications, licenses and/or registrations, in accordance with applicable state laws and as required by the electronic security regulations in the state(s) in which they are working.
• Effective communication skills, both written and verbal, and interpersonal skills.
• Strong quantitative skills, with ability to analyze and manipulate large volumes of data
• Strong presentation skills, including ability to craft compelling presentations leveraging images and text
• Exceptional problem-solving abilities and a proactive approach to challenges.

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 Kastles 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.

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.