Kastle Systems
Provides advanced security solutions through integrated technology for businesses and buildings.
Primary client contact ensuring satisfaction, retention, and support for security solutions.
13 hours ago
Junior (1-3 years), Intermediate (4-7 years), Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Los Angeles, California, United States | Yorba Linda, California, United States
Field
Company Size
500 Employees
Service Specialisms
Access Control
Video Surveillance
Visitor Management
Identity Management
Fire & Life Safety
Environmental Control
Mobile Platform
Sector Specialisms
Commercial Real Estate
Enterprise Business
Multifamily
Law Firm
Education
Government
Role
Description
client liaison
installation support
usage monitoring
issue escalation
training visits
retention management
The Customer Success Manager serves as the primary business contact for assigned client portfolios, ensuring client satisfaction, advocating for client needs within Kastle, and building long‑term relationships. The role emphasizes responsive support, cross‑functional collaboration, and driving high retention and renewal rates, without direct sales responsibilities.
- Serve as primary point of contact and build long‑term customer relationships.
- Advocate for clients within Kastle, understand their security and facilities needs, and advise on best practices.
- Respond promptly to client calls and emails, coordinating support, installation status, issue escalation, and sales follow‑up.
- Travel to client sites for training, installation support, quarterly check‑ins, and other needs.
- Monitor and analyze customer usage of the service.
- Develop cross‑functional relationships with Business Development, Project Management, Field Service, Client Services, and Operations to ensure an exceptional client experience.
- Manage client relationships to achieve a 95 % retention and renewal rate and drive an average 2 % renewal revenue increase via contractual price adjustments.
Requirements
bachelor's
2-4 years
microsoft dynamics
customer training
tech competence
negotiation
- Bachelor’s degree preferred.
- 2–4 years of account management or customer success experience.
- Proven ability to create, maintain, and enhance customer relationships.
- Professional appearance and articulate communication skills.
- Technical competence with software, hardware, and networks.
- Detail‑oriented, motivated, persistent, and skilled negotiator.
- High initiative, self‑directed, and works well in a team environment.
- Experience training customers on technology use.
- Experience navigating complex legacy and current technology platforms such as Microsoft Dynamics CRM, AX, and proprietary software.
Benefits
Information not given or found
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
Information not given or found
Company
Overview
45 years
Experience as a leader in integrated security solutions
The company has demonstrated expertise and innovation in the security solutions industry over this extensive timeframe.
- Offering cutting-edge technology and expert services.
- Core offerings include advanced access control, video surveillance, and integrated security systems.
- Solutions tailored to meet unique industry needs such as commercial buildings, residential properties, and government facilities.
- Technology integrates with existing infrastructure for seamless, scalable security options, reducing risk and increasing operational efficiency.
- Known for ease of use, reliability, and high level of customer service, ensuring peace of mind for clients globally.
- Projects range from securing high-rise office buildings to comprehensive solutions for government complexes.
- Standout feature is remote management, enabling real-time monitoring from anywhere.
Culture + Values
- Security is not a transaction, it’s a state of being – a continuous process composed of good design, robust systems, continuous oversight and upkeep, and dedicated experts on watch, always.
- Security as a managed service … we engineer, install, monitor, and maintain your system … invested in its end‑to‑end performance.
- We believe that ensuring [people’s] wellbeing with exceptional spaces for living and working together safely, sustainably, and conveniently, will enhance their quality of life to make the world a better place.
- From the start, we have valued innovation and invested in technology to expand the definition of security.
- Hardware and software can become outdated. … we build our systems on an open interface application so that we can configure our operation to integrate with whatever new technologies arise.
- We take ownership of your security system operation so you can focus on your business.
Environment + Sustainability
- Culture statement commits to creating spaces that are 'safe, sustainably, and conveniently' for users, tying sustainability directly to wellbeing and quality of life.
- Operating principle 'Security Sustained' emphasizes continuous upkeep and oversight, reflecting long‑term system longevity and resource efficiency.
- Investment model reinvests nearly all earnings into R&D and service quality, implicitly supporting sustainable technology and operations.
- CapitalShield public‑private partnership enhances public safety using existing infrastructure (security camera networks), leveraging shared assets for environmental efficiency.
Inclusion & Diversity
- Established internal Diversity Committee driving awareness (“Uncomfortable Conversations”), exposure, and influence initiatives.
- Partnered with Bonfire and Northwestern Kellogg to deliver women’s leadership program aimed at elevating impact, critical thinking and engagement.
- Implemented awareness campaigns, management training, weekly company‑wide email highlighting diverse stories.
- Launched CityBridge internship program targeting high school students from under‑represented groups.
- Created technical trade school apprentice program registered with DC DOES to expand technician career paths for recent graduates.
- Awarded Culture Excellence Award for Diversity, Equity & Inclusion practices by Top Workplaces.
- Gender statistic: inclusion of women’s leadership program (“HERStory” panel + Bonfire) implies active female workforce development, though no specific gender ratio disclosed.