Kastle Systems · 8 hours ago
Senior Customer Success Manager
Falls Church, VA
Full-time
Onsite
Senior Level
5+ years expKastle Systems is a leader in providing smarter solutions for a safer world, specializing in property technology solutions. The Senior Customer Success Manager will cultivate relationships with strategic clients, ensuring they see Kastle as a trusted advisor while leading client-facing programs and coordinating internal teams to enhance the client experience.
Information TechnologyProperty ManagementSecurity
Responsibilities
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
Qualification
Required
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
Preferred
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)
Benefits
Medical/Dental/Vision
401K
Tuition/Training Assistance
BrightHorizons Lifestyle Assistance
Wellness Program
Company
Kastle Systems
Kastle is a leading provider of property technology solutions, protecting commercial real estate, multi-family residential, global enterprises, educational institutions and critical government facilities.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Haniel Lynn
Chief Executive Officer
Ralph Masino
CFO
Recent News
Washington Business Journal
2025-01-22
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