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 Systems is the premier provider of property technology solutions, 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 Kastle’s 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.

The Customer Success Manager serves as the primary business contact for our customers, is responsible for customer satisfaction, relationships, and revenue growth. The Customer Success Manager is expected to consistently provide excellent customer service to accounts, socialize the Kastle value proposition and represent customer needs and goals within the organization. In addition, the Customer Success Manager liaises between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions.

Pay Range: 75K - 90K DOE

Location - Downtown New York Area

Responsibilities

Are you a proactive problem-solver with a passion for delivering exceptional customer outcomes? We are looking for a Technical Customer Success Manager to join our team. This role is not a traditional CSM position focused on renewals; instead, we are looking for someone who takes full ownership of customer success by bridging the gap between customer support and technical operations. You will work closely with clients, field teams, and internal stakeholders to ensure smooth implementations, address operational challenges, and drive customer satisfaction.

• Technical Customer Advocate: Serve as the primary point of contact for clients, proactively addressing technical issues, troubleshooting problems, and ensuring seamless service delivery.
• Hands-On Problem Solver: Take a deep dive into customer challenges, leveraging your technical knowledge of both hardware and software to resolve issues effectively.
• On-Site Engagement: Regularly visit client sites to oversee installations, provide training, and ensure systems function as expected.
• Operational Connector: Act as a bridge between customer support, installation teams, and engineering to ensure a smooth customer experience.
• Quality Assurance: Support onboarding and implementation teams during project installs, ensuring alignment with technical standards and project profitability.
• Strategic Partner: Work cross-functionally with sales, engineering, and product teams to identify customer pain points and provide feedback that drives product and process improvements.
• Company Representative: Be an expert on our company's solutions, educating customers on best practices and ensuring they maximize the value of our systems.
• Data-Driven Problem Solver: Monitor customer system performance and usage, proactively identifying risks and recommending optimizations.
  
  

If you're ready to take on a role that offers diverse challenges, opportunities for growth, and the chance to build remarkable client relationships, we want to hear from you. Join us as a Customer Success Manager and be part of a team that's shaping the future of client engagement.

Qualifications

• Bachelor’s degree
• 3-5 years of Account/Customer Success Management experience.
• Previous experience working with property managers or within property management is a plus.
• Ability to create, maintain, and enhance customer relationships
• Professional, polished in appearance and able to communicate in a detailed and articulate manner
• Extremely detail oriented
• Technical competence (understanding of software, hardware, networks, etc.)
• Motivated, goal oriented, persistent and a skilled negotiator
• High level of initiative, self-directed, and work well in a team environment
• Experience training customers on the use of technology
• Proficiency with computers, Microsoft Office software, and sales force automation systems such as Microsoft Dynamics preferred
• Experience in navigating through complex set of legacy and current technology platforms and infrastructure; integration between systems preferred (Microsoft Dynamics CRM, AX, and proprietary software among others).
• Must be able to be on call and work overtime, weekends, and/or nights when required.
  
  

Equal Opportunity Statement

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.