Director, Security Delivery (Physical Security)

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.