About Genea:
As leaders in property technology, Genea provides cloud-based physical security, submeter billing and on-demand HVAC solutions to over 1 million users across 39 countries. But Genea is more than just a workplace. We’re a mission-driven team that collaborates, innovates, and engineers the proptech solutions of tomorrow to solve the challenges of today. We pride ourselves on fostering an environment of teamwork, transparency, and authenticity, where you can be yourself. But don’t take our word for it. Genea has been recognized as a Top Workplace in 2021-2025, with a rating of 4.3 out of 5 stars on Glassdoor. Our team members love our competitive benefits, including 401k matching, PTO, 100% paid parental leave, remote work options, and development/training opportunities.
Job Overview:
Genea is scaling, and how we deliver to customers after the sale is becoming a defining competitive advantage. The Director, Security Delivery owns the post-sale experience for our physical security and access control business end to end: the teams that stand customers and partners up, support them, keep them, and grow them. This is a builder’s role for a technical, hands-on leader who has done this work inside a high-growth SaaS company and ideally on the integration-partner side of physical access control.
Today, you will lead Security Support (L1 and L2) and Security Implementations across onshore and offshore delivery. 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.
You will own a P&L and align to a growth target, running both self-funding services and strategic loss-leaders that drive retention and expansion. 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.
Duties and 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.
Supervisory Responsibilities:
- 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
- Carry out supervisory responsibilities in accordance with Genea policies and applicable local, state and federal laws.
- Additional responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; recognizing, rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications:
- Bachelor’s degree required, preferably in a technical, engineering, computer science, or similar field; advanced degree in business or MBA a strong plus.
- Experience (required unless noted):
- 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
- Technical skills:
- 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
- Additional skills:
- 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.
Estimated Salary Range: $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. The final offer may be higher or lower depending on the candidate's experience and qualifications.
In addition, full-time employees are eligible to participate in a comprehensive benefits program that includes 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); and a 401(k) retirement savings plan.
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