Customer Success Manager

About the role

Kastle Systems is hiring a Customer Success Manager to serve as the primary business contact for clients and drive client satisfaction across the portfolio. The role focuses on building long-term relationships, advocating for clients internally, and ensuring all Kastle services are delivered as expected while representing client needs and goals within the organization.

Responsibilities

• Act as the primary point of contact and build long-term relationships with customers
• Serve as the client’s advocate within Kastle to ensure all services are delivered as expected
• Develop a deep understanding of clients’ security and facilities needs and provide Kastle-centric and industry best practice advice
• Provide utmost responsiveness to client calls and emails—addressing needs as the primary point of contact for support
• Assist in coordinating responses related to areas outside primary responsibilities, such as installation project status, support escalations, and sales follow-ups
• Travel to client sites for training, installation support, quarterly check-ins, and to meet client needs as they arise
• Monitor and analyze customer usage of services
• Develop cross-functional relationships with Business Development Managers, Project Managers, Field Service technicians, the Client Services team, and the Kastle Operations Center to ensure an exceptional client experience
• Support other teams as a conduit to the client
• Manage client relationships with a focus on driving a 95% client retention and renewal rate, and an average 2% renewal revenue increase through annual, contractually agreed price increases across the account base

Qualifications

• Experience serving as a primary point of contact and building long-term customer relationships
• Ability to act as a client advocate within the organization and ensure service delivery meets expectations
• Strong responsiveness to client communications and ability to address needs promptly
• Capacity to coordinate cross-functional responses for installation projects, support escalations, and sales follow-ups
• Willingness to travel to client sites for training, installation support, quarterly check-ins, and ad-hoc meetings
• Analytical mindset to monitor and assess customer usage of services
• Collaborative approach to building relationships with Business Development Managers, Project Managers, Field Service technicians, Client Services, and Operations Center teams
• Focus on client relationship management to drive high retention, renewal rates, and revenue growth through annual price increases

About Kastle Systems

Kastle Systems is the leader in managed security, delivering integrated solutions—including access control, video, and remote video monitoring—to over 460 million square feet of real estate globally. The company serves commercial and multifamily real estate, education, and construction industries, providing cost-reducing, 24x7 security performance that enhances effectiveness, efficiency, and convenience for building owners, developers, and tenants. Kastle’s mission is to be its customers’ best service provider by delivering world-class customer experiences.