Kastle Systems


Customer Success Manager

US-VA-Falls Church

Job ID: 2025-4493
# of Openings: 1
Category: Client Services/Support
Kastle - Falls Church

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 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. 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.

Position Summary

The Customer Success Manager acts as a trusted advisor and technical problem solver for key clients, taking a proactive approach to anticipate needs and quickly resolve challenges. This role manages complex client environments, delivering solutions that maximize value and help clients achieve their goals. Ideal candidates have experience in commercial real estate, property management, or property technology, equipping them to address industry-specific challenges and deliver outstanding results. Through hands-on troubleshooting, clear communication, and a commitment to exceeding expectations, this individual drives client satisfaction and long-term success.

Growth opportunity: This position is ideal for individuals who excel at account management, have a deep understanding of customer needs, have a bias for action and are dedicated to driving customer success. The individual will become a Subject Matter Expert (SME), socializing the Kastle value proposition, and representing client needs and goals within the organization. 

Essential Functions & Job Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Client Advocacy (40%)

• Act as a strategic client advocate, proactively addressing inquiries and issues to ensure exceptional service. Collaborate with internal teams to resolve complex challenges quickly and effectively.
• Demonstrate a bias for action by assessing the correct steps to move forward quickly, while partnering with clients for swift resolution.
• Cultivate strong relationships with clients by communicating and meeting regularly, including onsite presence to solve technical problems, learn about client operations, and provide value.
• Develop tailored engagement strategies that maximize service value and position Kastle as a key partner in clients’ transition to mobile-first, data-driven property management.
• Lead Quarterly and Executive Business Reviews (QBRs/EBRs), co-creating and executing success plans aligned with client objectives.
• Provide industry insights and communicate Kastle’s product roadmap, building relationships with senior stakeholders.
• Leverage analytics tools to shift discussions from security to asset management, enabling data-driven client decisions.

Customer Success (40%)

• Manage a portfolio of complex accounts, understanding client needs and fostering strong relationships to drive retention and renewal.
• Serve as a client advocate, building trust and championing client needs throughout their journey.
• Deliver comprehensive training and support during onboarding to ensure clients maximize Kastle’s solutions.
• Oversee key accounts under strict SLAs, ensuring compliance and implementing price increases.
• Maintain organized records in the CRM and resolve critical cases and administrative requests promptly.
• Engage proactively through multiple channels to understand and support client goals.
• Continuously assess client needs, identify sales opportunities, and support junior team members.
• Lead special projects and additional duties as assigned.

Account Growth & Retention (20%)

• Manage contract renewals and multiyear agreements, ensuring seamless transitions and client satisfaction.
• Develop and implement retention strategies with senior leadership, including annual price increases.
• Identify upsell and cross-sell opportunities that align with client goals and collaborate with sales to expand partnerships.
• Provide insights on expansion or service adjustments, and manage rate negotiations to strengthen relationships.

Non-Essential functions

• Not Applicable

Supervisory Responsibilities

• Not Applicable

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Travel

• Up to 50% local travel in the DC, Virginia, Maryland region

Work Environment

This job operates in a professional climate controlled, open, well-lit office environment with conversational noise levels. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

Must be able to sit for long periods of time performing sedentary work. While performing the duties of this job, the employee is regularly required to talk and hear with or without accommodation. The employee is frequently required to use repetitive motion using a keyboard, mouse, and telephone.  The employee is frequently required to stand, walk, use hands to finger, handle or feel; and reach with hands and arms.

The employee may occasionally be required to lift and move up to 10 pounds and occasionally lift and move objects up to 20 pounds.

Required Education and Experience

• Bachelor's degree in a related field (preferred but not required).
• 2 to 5 years of proven experience in a customer-facing role or account management.
• Technical acumen and ability to learn and troubleshoot systems.

Prefer (not required) experience in the Commercial Real Estate, Property Management, Property Technology, or Security fields.

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