Customer Success Director - Northeast Region

Responsibilities

• Lead rebid efforts for large or cross-regional security accounts, collaborating with operations, finance, and pricing teams.
• Serve as an executive sponsor for designated accounts during renewal cycles.
• Oversee critical rebids and provide strategic guidance to improve win probability.
• Directly lead the region’s Rebid Specialist and cross-functionally lead Branch Managers, General Managers, and field leaders on rebid strategy, competitive positioning, and client messaging.
• Conduct post-mortem reviews of wins and losses; implement lessons learned region-wide.
• Monitor rebid retention tracking, margin performance, labor models, and HPW retention to identify risk early.
• Drive accountability for rebid success outcomes with Regional and Branch leadership.
• Participate in executive client meetings, QBRs, and escalations to reinforce contract value and resolve concerns ahead of rebid.

Qualifications

• Must possess one of the following:
• A bachelor’s degree in Business, Criminal Justice, Security Management, or related field of study with a minimum of eight (8) years of client retention experience.
• An associate’s degree in Business, Criminal Justice, Security Management, or related field of study with a minimum of ten (10) years of client retention experience.
• A high school diploma or equivalent with a minimum of fifteen (15) years of client retention experience.
• A valid driver’s license if driving a company vehicle or personal vehicle while conducting business (e.g., client visits, attending networking events).
• A minimum of four (4) years of cross-functional leadership experience.
• Strategic planning and Request for Proposal (RFP) development experience.
• The ability to lead, coordinate, and influence cross-functional teams across multiple branches.
• Proven success in client retention, contract and contract management.
• Strong consultative selling and relationship-building skills; thrive in partnering with operations and client satisfaction.
• Excellent communication and presentation skills.
• At least 2 years of proven sales experience and success in contract security or another service industry.
• Advanced Microsoft Office Suite proficiency.
• Strong analytical skills for contract economics and labor modeling, wage structures, and resource planning.