Director, Security Delivery (Physical Security)

About the role

The Director, Security Delivery is responsible for the post-sale experience for Genea’s physical security and access control business. This includes leading Security Support (L1 and L2) and Security Implementations teams, overseeing Renewals management, and establishing a Customer Success function.

Responsibilities

• Own the end-to-end post-sale delivery organization for Genea’s physical security and access control business, including Security Support (L1 and L2) and Security Implementations, with planned expansion into Renewals management and a net-new Customer Success function.
• Own a delivery P&L and an associated growth target; build and manage a services portfolio that balances margin-positive offerings with strategic loss-leaders that drive adoption, retention, and expansion.
• Lead and mature both onshore and offshore delivery, building the staffing models, partner relationships, and follow-the-sun coverage needed to scale quality and capacity cost-effectively.
• Manage implementation delivery through Genea’s partner / integration channel, holding partners accountable to scope, timeline, quality, and customer-experience standards across engagements ranging from short multi-week installs up to complex multi-month programs.
• Transform and mature the post-sale organization — redesigning the operating model, roles, hand-offs, and value chain to move from reactive support toward proactive, outcome-driven delivery and customer success.
• Stand up the Renewals function and, subsequently, the Customer Success function: define the charter, segmentation, health-scoring, playbooks, and the renewal and expansion motion in partnership with Sales and Operations.
• Operationalize delivery, reporting, and process with AI — instrumenting the organization with dashboards, forecasting, and AI-enabled workflows that improve throughput, margin visibility, and customer outcomes.
• Define and own the KPIs for the function (utilization, margin, time-to-value, CSAT, gross and net retention, on-time delivery) and report performance and risk to the executive team.
• Coach and develop frontline and emerging managers, strengthening the leadership bench and elevating the team’s capability within the Director’s span of control.
• Lead cross-functionally and through influence — partnering with Sales, Product, Engineering, and broader Operations to enhance the value chain inside and outside the direct reporting line.
• Serve as a senior point of escalation for strategic accounts and complex delivery situations, representing the post-sale organization in executive and customer-facing forums.

Qualifications

• Bachelor’s degree required, preferably in a technical, engineering, computer science, or similar field; advanced degree in business or MBA a strong plus.
• Experience (required unless noted): 10+ years in technical delivery, professional services, implementations, customer success, or post-sale operations, including 5+ years leading and developing teams (including managers of managers).
• Hands-on technical background in physical security, cloud, SaaS or access control, ideally including experience delivering this work for an integration partner / systems integrator.
• Proven SaaS experience; comfort with a subscription, recurring-revenue operating model.
• Demonstrated experience in a growing to fast-growing company and the operational change that comes with rapid scale.
• Demonstrated start-up experience in a VC backed company
• Direct experience managing both onshore and offshore delivery teams, ideally in India
• Track record delivering engagements across a wide range — from short multi-week projects up to complex programs lasting several months.
• Ownership of a P&L and an associated growth target, with experience running both profitable services, self-funding models, and strategic loss-leader services within a SaaS organization.
• Demonstrated success 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 not required.
• Experience building and/or scaling a Renewals and/or Customer Success function from an early stage.
• Hands-on experience operationalizing delivery processes, reporting, and workflows with AI including a self-built production deployed agent

Qualifications (continued)

• Technical skills: Working understanding of physical security and access control systems and the implementation lifecycle. Experience with cloud software and RESTful APIs. Fluency with delivery / services tooling: ticketing and support platforms, project and resource management, and BI / reporting dashboards. Practical experience applying AI / automation to operationalize delivery, reporting, and process. Comfort with SaaS metrics and unit economics (utilization, services margin, time-to-value, gross and net revenue retention). Experience with Salesforce, Zendesk, Intercom, Fin AI, Monday.com, Claude & Claude code and the Microsoft environment of business tools.
• Additional skills: Excellent written and verbal communication and a strong executive presenter. Strong cross-functional leader & partner who drives outcomes through direct authority and influence. Proven ability to coach and develop new and emerging managers and team leads. Pragmatic, hands-on operator who can both set strategy and dig into the details. Customer-obsessed, with sound judgment in high-stakes escalations.

Pay

$150,000 – $185,000 base salary + performance bonus

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)
• A 401(k) retirement savings plan

Contact

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