Director, Security Delivery – Physical Security

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete post-sale delivery framework for Genea’s physical security and access control division, which encompasses Security Support (L1 and L2) and Security Implementations, with a planned expansion into Renewals management and a newly established Customer Success function.

• Manage a delivery P&L along with an associated growth target; develop and oversee a services portfolio that balances profitable offerings with strategic loss-leaders aimed at driving adoption, retention, and expansion.

• Lead and enhance both onshore and offshore delivery, creating the staffing models, partner relationships, and follow-the-sun coverage necessary to scale quality and capacity efficiently.

• Oversee implementation delivery via Genea’s partner/integration channel, ensuring that partners adhere to scope, timelines, quality, and customer experience standards across projects ranging from short multi-week installations to complex multi-month programs.

• Transform and advance the post-sale organization — redesigning the operational model, roles, hand-offs, and value chain to transition from reactive support to proactive, outcome-driven delivery and customer success.

• Establish the Renewals function and later the Customer Success function: outline the charter, segmentation, health-scoring, playbooks, and the renewal and expansion processes in collaboration with Sales and Operations.

• Operationalize delivery, reporting, and processes through AI — equipping the organization with dashboards, forecasting, and AI-enabled workflows that enhance throughput, margin visibility, and customer outcomes.

• Define and take ownership of the KPIs for the function (utilization, margin, time-to-value, CSAT, gross and net retention, on-time delivery) and communicate performance and risk to the executive team.

• Mentor and develop frontline and emerging managers, bolstering the leadership bench and enhancing the team’s capabilities within the Director’s oversight.

• Collaborate cross-functionally and exert influence — partnering with Sales, Product, Engineering, and broader Operations to improve the value chain both within and outside of the direct reporting structure.

• Act as a senior escalation point for strategic accounts and intricate delivery situations, representing the post-sale organization in executive and customer-facing settings.

• Perform other related duties as assigned by management.

⛳️ Requirements

• Bachelor’s degree required, preferably in a technical, engineering, computer science, or a related field; an advanced degree in business or an MBA is a strong advantage.

• 10+ years in technical delivery, professional services, implementations, customer success, or post-sale operations, including at least 5 years in leadership roles, managing teams (including managers of managers).

• Hands-on technical expertise in physical security, cloud, SaaS, or access control, ideally with experience delivering this work for an integration partner or systems integrator.

• Proven SaaS experience; familiarity with a subscription-based, recurring-revenue operating model.

• Demonstrated experience in a growing to fast-growing company and the operational changes that accompany rapid scaling.

• Proven start-up experience within a VC-backed company.

• Direct experience managing both onshore and offshore delivery teams, ideally in India.

• Track record of delivering projects across a broad spectrum — from short multi-week assignments to complex programs lasting several months.

• Responsible for a P&L and associated growth targets, with experience managing both profitable services and self-funding models, as well as strategic loss-leader services within a SaaS organization.

• Demonstrated success in transforming and maturing a post-sale organization (support, implementations, renewals, and/or customer success).

• Experience managing implementations through a partner/integration channel (bonus).

• Technical implementation consulting experience at a top-tier consulting firm (e.g., Accenture, Deloitte, EY, Booz Allen, Capgemini); access control domain experience is not required.

• Experience in building and/or scaling a Renewals and/or Customer Success function from an early stage.

• Practical experience in operationalizing delivery processes, reporting, and workflows with AI, including a self-built production deployed agent.

• Working knowledge of physical security and access control systems and the implementation lifecycle.

• Experience with cloud software and RESTful APIs.

• Proficiency with delivery/services tools: ticketing and support platforms, project and resource management, and BI/reporting dashboards.

• Hands-on experience in applying AI/automation to operationalize delivery, reporting, and processes.

• Comfort with SaaS metrics and unit economics (utilization, services margin, time-to-value, gross and net revenue retention).

• Familiarity with Salesforce, Zendesk, Intercom, Fin AI, Monday.com, Claude & Claude code, and the Microsoft suite of business tools.

🏝️ Benefits

• Medical, dental, and vision insurance

• Flexible spending accounts (FSA)

• Life insurance

• Accidental death and dismemberment (AD&D) insurance

• Long-term disability (LTD) coverage

• Paid time off (PTO)

• 401(k) retirement savings plan