Genea
Director, Security Delivery (Physical Security)
Remote, US · Director · Full-time
Sponsorship not specified$150k-$185kDetected 34 days ago
RESTSalesforceForecastingCustomer SuccessZendeskIntercomControlsLeadershipCommunicationMentoring
About the role
- In the near term, you will take ownership of Renewals management and then stand up a true Customer Success function, evolving a forming collection of post-sale teams into an integrated, outcome-driven delivery organization.
- If you are energized by maturing a post-sale org, operationalizing delivery with AI, and coaching the next layer of managers, this is an opportunity to shape a function from the ground up.
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.
- 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.
- Leads the post-sale delivery organization for the security / physical access control business.
- Directly and indirectly leads Security Support (L1 and L2) and Security Implementations today, spanning onshore and offshore delivery resources as well as implementation partners, with planned expansion to include Renewals management and a new Customer Success function.
- Manages through frontline and emerging people-managers and is responsible for building and developing that leadership layer.
- Lead the Security Implementations team
- Lead the Security Support Team
- Drive meaningful 1:1's, quarterly goaling and performance, development of next level managers and leads across the teams
Requirements
- Experience (required unless noted):
- 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
- Track record delivering engagements across a wide range - from short multi-week projects up to complex programs lasting several months.
- access-control domain not required.
- Hands-on experience operationalizing delivery processes, reporting, and workflows with AI including a self-built production deployed agent
- 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.
- Direct experience managing both onshore and offshore delivery teams, ideally in India
- 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).
Nice to have
- Bachelor's degree required, preferably in a technical, engineering, computer science, or similar field
- advanced degree in business or MBA a strong plus.
Skills
- Working understanding of physical security and access control systems and the implementation lifecycle.
- Experience with cloud software and RESTful APIs
- Excellent written and verbal communication and a strong executive presenter.
- Pragmatic, hands-on operator who can both set strategy and dig into the details.
- Customer-obsessed, with sound judgment in high-stakes escalations.
- 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
Compensation
- $150,000 - $185,000 base salary + performance bonus
- The salary range listed is our best estimate based on the role's requirements and market conditions.
Benefits
- Our team members love our competitive benefits, including 401k matching, PTO, 100% paid parental leave, remote work options, and development/training opportunities.
This listing is sourced directly from Genea's careers page and normalized into a canonical job model.