Director, Security Delivery – Physical Security

Genea

Director overseeing end-to-end post-sale security delivery operations for Genea. Leading teams for physical security and access control while driving growth and customer success.

Posted 6/18/2026full-timeRemote • 🇺🇸 United StatesLead💰 $150,000 - $185,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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.
Performs other related duties as assigned by management.

Requirements

What you’ll need

Bachelor’s degree required, preferably in a technical, engineering, computer science, or similar field; advanced degree in business or MBA a strong plus.
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.
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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical deliveryprofessional servicesimplementationscustomer successphysical securitycloudSaaSaccess controlP&L managementAI-enabled workflows

Soft Skills

leadershipcoachingcross-functional collaborationinfluencestrategic thinkingproblem-solvingteam developmentcustomer experience focusoperational change managementperformance reporting

Certifications

Bachelor's degreeMBA