Customer Success Manager

Kastle Systems • Dallas, TX

20d

About The Position

Kastle Systems is hiring a Customer Success Manager to serve as the primary business contact for clients and drive satisfaction across an assigned portfolio. The role provides excellent customer service, communicates Kastle’s value proposition, represents client needs and goals within the organization, and builds strong client relationships. It is not a sales position.

Kastle Systems provides managed security and integrated property technology solutions, including access control, video, and remote video monitoring, to commercial and multifamily real estate, education, and construction clients.

Requirements

• 2–4 years of Account Management or Customer Success Management experience.
• Ability to create, maintain, and enhance customer relationships.
• Professional presentation and the ability to communicate in a detailed and articulate manner.
• Technical competence and understanding of software, hardware, and networks.
• Detail-oriented, motivated, persistent, and a skilled negotiator.
• High initiative; self-directed and able to work well in a team environment.
• Experience training customers to use technology.
• Experience navigating complex legacy and current technology platforms, including Microsoft Dynamics CRM, AX, and proprietary software.
• Must be able to work overtime, weekends, and/or nights when required.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Serve as the primary point of contact and build long-term customer relationships.
• Advocate for clients within Kastle and ensure services are delivered as expected; understand clients’ security and facilities needs and advise on Kastle-centric and industry best practices.
• Respond promptly to client calls and emails and address needs as the primary support contact.
• Coordinate responses for matters outside the role’s direct responsibilities, including installation project status and completion, support escalations, and sales opportunity follow-up.
• Travel to client sites for training, installation support, quarterly check-ins, and other client needs.
• Monitor and analyze customers’ use of Kastle services.
• Develop cross-functional relationships with Business Development Managers, Project Managers, Field Service technicians, the Client Services team, and the Kastle Operations Center to support an exceptional client experience and act as a conduit between clients and those teams.
• Manage client relationships with a focus on achieving a 95% client retention and renewal rate and an average 2% renewal revenue increase through contractually agreed annual price increases across the account base.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed