Director of Regional Client Retention -Southeast

Allied Universal • Atlanta, GA

10d • Hybrid

About The Position

Allied Universal® is hiring a Customer Success Director for the Southeast Region. Candidates must reside in or be willing to relocate to Virginia, North Carolina, South Carolina, Georgia, or Alabama, with preference given to those located near a major metropolitan area to support regional travel and client engagement. The Customer Success Director is responsible for driving client retention, renewal success, and strategic account growth across the Southeast Region. This role leads complex contract renewals, rebids, and retention initiatives while partnering with operations, finance, pricing, and executive leadership teams to maximize customer satisfaction, contract profitability, and long-term client value. The ideal candidate will bring experience in customer success, client success, strategic account management, contract services, or business development, with a proven track record of managing large client relationships, leading RFP and bid responses, negotiating contracts, and retaining enterprise customers. Experience within the security services, facilities management, janitorial, staffing, or other business-to-business service industries is highly desirable. Qualified candidates must either live in or be able to relocate to Virginia, North Carolina, South Carolina, Georgia, or Alabama. Regional travel is approximately 60%.

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
• 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

• Prior experience building, coaching, or leading customer success, account management, or client retention teams.
• Experience leading competitive bids and contract negotiations exceeding $1M+ in annual revenue.
• Experience in the security services, facilities management, janitorial services, staffing, outsourcing, or other recurring contract service industries.
• Experience managing enterprise or national accounts.
• Master's degree in Business Administration or related field.

Responsibilities

• Lead strategic contract renewal, rebid, and retention efforts for large regional and multi-state accounts.
• Manage the end-to-end RFP and bid response process in partnership with operations, finance, pricing, and subject matter experts.
• Serve as an executive relationship manager for key clients during contract renewal cycles.
• Identify and mitigate account risks while developing proactive retention and customer success plans.
• Partner with regional and branch leadership to strengthen customer relationships, improve client satisfaction, and increase renewal success.
• Lead negotiations involving contract terms, pricing strategies, service enhancements, and customer commitments.
• Facilitate executive business reviews, quarterly business reviews (QBRs), and strategic client meetings.
• Conduct competitive analysis and develop compelling value propositions to improve win rates during rebids.
• Analyze renewal performance, retention metrics, profitability, labor economics, and customer health indicators to identify opportunities and risks.
• Conduct post-award and post-loss reviews and implement best practices across the region.
• Provide leadership and guidance to Rebid Specialists and cross-functional teams supporting client retention initiatives.
• Drive accountability for customer retention, renewal outcomes, and contract performance throughout the region.

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 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