Overview

The Strategic Account Manager is a senior-level, strategic role responsible for the end-to-end success of Kastle's most complex, multi-site, and high-value clients. Acting as a program leader and client relationship owner, this role will ensure long-term satisfaction, retention, and growth by aligning corporate-level objectives with local execution and by serving as the central point of accountability for the overall health of the relationship.

While this role will be primarily focused on driving account strategy, managing corporate-level relationships, and identifying upsell and expansion opportunities, they must also be ready to step into tactical support when needed-particularly in cases where escalation management, service recovery, or strategic continuity are at stake.

This role is accountable for:

• Owning enterprise account health, visibility, and insight delivery
• Driving expansion through upsell and multi-site adoption
• Deepening account loyalty and engagement of tenants and residents

This role partners closely with Customer Success Managers, Implementation, Product, and Sales teams to orchestrate a cohesive, value-driven experience across all levels of the client organization.

In addition to a great work environment, we provide excellent benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, BrightHorizons Lifestyle Assistance, Wellness Program, etc.) and we're proud to be a Certified Great Place to Work! For more information about what it's like to work with us, please visit Kastle Careers.

Responsibilities

Core Responsibilities

Strategic Account Leadership

• Own and maintain a living Account Strategy and Plan, with alignment to both corporate and site-level priorities.
• Serve as the primary relationship owner for corporate and executive stakeholders; delegate building-level engagement to Customer Success Managers (CSMs).
• Translate enterprise-level strategies into coordinated building execution while resolving conflicts between local requests and corporate policy.
• Lead account takeovers and new site go-lives with clear strategic planning and cross-functional coordination.

Commercial & Growth Ownership

• Drive the renewal, expansion, and upsell strategy across the client's full portfolio, including new sites, added services, or product upgrades.
• Shape and manage contract strategy, including term alignment, pricing considerations, and service scope.
• Serve as both trusted client advisor and internal advocate for opportunity pursuit.

Program & QBR Oversight

• Own the end-to-end program management plan across all regions, services, and stakeholders for each corporate client.
• Lead and define the QBR/EBR strategy, including corporate-level reviews, building-level rollouts, and executive roadmap sessions.
• Craft and deliver the value story, demonstrating ROI such as time savings, risk mitigation, and operational improvement.

Account Health & Risk Management

• Maintain a consolidated, real-time view of account health metrics, including service trends, usage patterns, support SLAs, billing performance, and leadership shifts.
• Proactively surface risks and lead escalation management, including root cause communication and recovery planning.
• Champion the resolution of corporate-level installation, service, or support issues, and ensure transparency in remediation.

Cross-Functional Leadership

• Act as the internal quarterback for the account, aligning the work of CSMs, project managers, billing, support, and product teams.
• Maintain visibility on all active projects, TOCOs, escalations, and system enhancements across the portfolio.
• Deliver internal insights to executives, sales, and product teams on emerging trends, customer experience signals, and integration opportunities.

Qualifications

Qualifications

• Bachelor's degree required; MBA or equivalent executive training preferred.
• At least 8 years of progressive experience in enterprise account management, program management, or customer success.
• Proven track record managing Fortune 500 or multi-site enterprise accounts.
• Exceptional executive presence, negotiation skills, and stakeholder management experience.
• Demonstrated commercial ownership, including renewals, expansion, and contract strategy.
• Ability to navigate highly matrixed organizations and lead through influence.
• Data-literate; able to synthesize operational and financial insights into actionable strategy.
• Strong familiarity with CRM platforms and service operations tools.
• Willingness to travel (~25%) for client engagements, QBRs, and on-site collaboration.

What Success Looks Like

• Enterprise clients renew, expand, and serve as referenceable partners.
• Cross-functional teams execute seamlessly under your leadership.
• Strategic insights drive internal product and service enhancements.
• Clients experience proactive, high-touch engagement aligned to their corporate goals.

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