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 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. This is a unique and exciting opportunity for an innovative leader to come in and have an immediate impact.

The Senior Customer Success Manager is responsible for cultivating and strengthening relationships with Kastle’s most strategic and highest-value clients through proactive thought leadership, executive advisory, and dedicated white-glove account management. This role serves as the senior strategic relationship owner for a portfolio of named enterprise accounts and is responsible for ensuring an exceptional client experience across all phases of the customer lifecycle, from day-to-day responsiveness to long-term strategic planning.

This position requires a high degree of autonomy, executive presence, and business acumen, paired with a hands-on willingness to be the client’s go-to resource for whatever they need, whenever they need it. The individual will lead account strategy for complex enterprise relationships, develop multi-year client engagement plans, and position Kastle as a trusted advisor to executive stakeholders while remaining closely engaged in the operational realities of the account.

The Senior Customer Success Manager is expected to influence both client outcomes and internal business strategy, helping shape customer success best practices across the organization.

The individual will play a pivotal role in ensuring clients seek out Kastle not only to achieve their existing objectives through our products and services, but also for consultative guidance on broader building operations, property management, security strategy, asset performance, and digital transformation initiatives. This role will coordinate across Customer Support, Project Management, Product, Operations, Sales, and Executive Leadership teams to ensure client expectations are consistently exceeded while identifying opportunities for growth, retention, and long-term partnership expansion.

Our success is driven by the combination of advanced technology and talented people. We are proud to be a Certified Great Place to Work®, recognized for a culture that prioritizes both professional excellence and employee well-being. In addition to a great work environment,we provide a comprehensive benefits package including medical, dental, and vision coverage, a 401(k) plan, and generous paid time off.

Our offerings also include tuition and training assistance, Bright Horizons lifestyle assistance, life and disability insurance, and wellness programs. For more information on what it's like to work with us, please visit Life at Kastle.

• Executive Client Ownership: Serve as the primary strategic relationship owner and primary point of contact for a portfolio of named enterprise accounts, building trusted relationships with executive stakeholders and delivering a highly personalized, white-glove client experience. Provide exceptional responsiveness to client calls and emails, serve as the client’s go-to resource for support, and coordinate responses on issues outside core responsibilities.
• Client Advocacy: Act as the client’s advocate within Kastle and ensure that all aspects of our services are delivered to meet quality standards and client expectations. Develop a deep understanding of the client’s security, facilities, and operational priorities and provide strategic guidance on industry best practices.
• Relationship Management: Own and cultivate executive-level relationships to continuously assess evolving business needs, mitigate risk, increase retention, and identify opportunities for expansion and innovation.
• Account Strategy: Develop and execute comprehensive account plans for major enterprise clients, including success metrics, stakeholder mapping, business reviews,…