Customer Success Director - Northeast Region

Allied Universal • New York, NY

1d • $90,000 - $120,000 • Remote

About The Position

Allied Universal® is hiring a Customer Success Director for the Northeast Region, and must be located in the NYC area. The Customer Success Director is responsible for driving success in maintaining security accounts during rebid cycles and mitigating risk indicators. This role provides strategic leadership for major rebid initiatives, enforces discipline in renewal execution, and ensures regional accountability to retention metrics, including rebid outcomes, margin preservation, and labor economics. The position requires deep understanding of business-to-business (B2B) contract services, executive-level communication skills, and the ability to coordinate complex, cross-functional renewal efforts across branches and regions. Qualified candidates must either live in or be able to relocate to the greater NYC area.

Requirements

• 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 OR 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 OR High school diploma or equivalent with a minimum of fifteen (15) years of client retention experience
• Valid driver’s license if driving a company vehicle or personal vehicle while conducting business (e.g., client visits, attending networking events)
• Minimum of four (4) years of cross-functional leadership experience
• Strategic planning and Request for Proposal (RFP) development experience
• 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
• Proficiency in prioritizing tasks, meeting deadlines, and managing multiple projects efficiently
• Strong analytical skills for contract economics and labor modeling, wage structures, and resource planning

Nice To Haves

• Experience selling or managing multi-state security solutions with national or enterprise-level clients
• Prior experience building and leading teams
• Master’s degree in business administration or related field

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.

Benefits

• Medical, dental, vision, basic life, AD&D, retirement plan and disability insurance
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time is offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

What This Job Offers

• Job Type: Full-time
• Career Level: Director