Director, Security Delivery (Physical Security)

Genea

7d•$150,000 - $185,000•Remote

About The Position

Genea is seeking a Director, Security Delivery to own the post-sale experience for its physical security and access control business. This is a builder's role for a technical, hands-on leader with experience in high-growth SaaS companies and ideally on the integration-partner side of physical access control. The role involves leading Security Support (L1 and L2) and Security Implementations, with future ownership of Renewals management and the establishment of a Customer Success function. The Director will own a P&L, align to a growth target, and mature the post-sale organization by operationalizing delivery with AI and coaching managers. This is an opportunity to shape a function from the ground up in a mission-driven company recognized as a Top Workplace.

Requirements

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
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.

Nice To Haves

Ideally on the integration-partner side of physical access control.
Advanced degree in business or MBA a strong plus.
Experience delivering this work for an integration partner / systems integrator.
Experience managing implementations through a partner / integration channel.
Technical implementation consulting experience at a top-tier consulting firm (e.g., Accenture, Deloitte, EY, Booz Allen, Capgemini); access-control domain not required.

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.
Performs other related duties as assigned by management.