Director of Customer Success

About Becklar

Becklar delivers the industry’s only SMART Critical Event Protection Platform, combining advanced AI technology with skilled operators to provide rapid monitoring and response for people, property, and employees. Our solutions span video monitoring, remote guarding, workforce safety, personal health and safety, and critical event response—designed to act in the moments that matter most. Headquartered in Ogden, Utah, Becklar is one of the nation’s largest and fastest-growing monitoring companies, protecting more than 2.2 million subscribers daily. Guided by our mission to create a safer world through innovative technology and caring people, we live our We Care F.I.R.S.T. values—Fun, Innovative, Relationship-driven, Service-focused, and Team-oriented.

Responsibilities

• Lead and direct the Customer Success team, setting strategy, defining processes, and driving accountability
• Build and maintain strong relationships with dealers through proactive communication and engagement
• Act as a primary point of contact and representative of the company for key customer interactions
• Monitor customer health, identify trends, and implement strategies to improve satisfaction and retention
• Drive operational efficiency by identifying opportunities for process improvements and implementing solutions
• Oversee contract renewals and support growth within existing dealer accounts
• Partner with Sales to identify upsell and expansion opportunities
• Collaborate with internal teams (Operations, IT, Training, QA, Accounting) to resolve issues and improve service delivery
• Ensure dealers are properly onboarded, supported, and utilizing services effectively
• Monitor and manage key performance indicators including attrition, growth, and profitability
• Support acquisitions by onboarding and transitioning new dealers to company systems and processes
• Lead and communicate training initiatives and procedural updates to the team
• Represent the company at trade shows, conferences, and industry events
• Foster a culture of accountability, collaboration, and continuous improvement within the team

Requirements

• Bachelor’s degree or equivalent experience preferred
• Minimum 5+ years of relevant industry and leadership experience
• Experience in customer success, account management, or client services leadership roles
• Proven experience managing teams and driving performance metrics
• Strong proficiency in Microsoft Office and business systems
• Ability to analyze customer data and performance metrics to drive decisions
• Strong understanding of customer lifecycle management and retention strategies
• Experience working cross-functionally with multiple departments
• Ability to manage multiple priorities in a fast-paced environment
• Strong leadership and team development skills
• Excellent communication and interpersonal abilities
• Customer-focused mindset with a commitment to service excellence
• Strategic thinking with a focus on continuous improvement
• Strong problem-solving and decision-making capabilities
• Ability to build relationships and influence stakeholders
• High level of professionalism, integrity, and accountability

Benefits

• Competitive compensation and opportunities to share in our success
• Comprehensive health benefit plans to support you and your wellbeing
• 401(k) retirement plan with company contribution
• Inclusive parental leave designed to support all parents and caregivers
• Wellbeing and lifestyle perks to support personal growth, connection, and balance
• Generous PTO so you can recharge, give back, and take care of what matters most