Overview

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.

Responsibilities
• 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, adoption strategies, renewal planning, and growth initiatives.
• Engagement Strategy: Design and execute customized engagement programs that maximize value realization, elevate executive engagement, and position Kastle as a long-term strategic partner.
• Thought Leadership: Deliver industry perspectives, strategic recommendations, and visibility into Kastle's roadmap. Proactively engage senior stakeholders beyond traditional end-user groups.
• Cross-Functional Partnership: Develop strong working relationships with Business Development Managers, Project Managers, Field Service Technicians, the Client Services team, and the Kastle Operations Center to ensure an exceptional experience across every aspect of the client's Kastle relationship. Serve as a conduit between these teams and the client, not just an escalation point.
• Practice Leadership: Lead the development of playbooks, methodologies, and best practices for managing highly sophisticated enterprise accounts and support the advancement of the Customer Success function.
• Practice Scaling: Identify opportunities to improve processes, tools, reporting, and governance structures that enable scalable growth and stronger client outcomes.
• Executive Escalation Management: Lead high-priority client situations, ensuring rapid alignment across internal stakeholders and effective communication with executive client contacts.

Qualifications
• Experience: 5+ years of experience in customer success, strategic account management, consulting, or related customer-facing roles within technology organizations. SaaS experience preferred.
• Track Record: Demonstrated success managing complex enterprise relationships, driving retention, growth, and executive stakeholder engagement.
• Executive Presence: Exceptional executive presence with a history of building trusted relationships with C-suite and senior leadership stakeholders, balanced with comfort operating in day-to-day account details when needed.
• Strategic Thinking: Ability to connect client business objectives with technology-enabled solutions and develop long-term account strategies.
• Data Analytics: Experience leveraging data analytics and visualization tools such as Excel, Power BI, Looker, or similar platforms to drive client recommendations and business decisions.
• Leadership: Proven ability to influence cross-functional teams and drive outcomes without direct authority.
• Education: Bachelor's degree in a related field preferred but not required.
• Industry Domain: Experience in Commercial Real Estate, PropTech, Physical Security, or related industries preferred but not required.

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