Director of Client Success
Greater Vancouver | $100K-$130K
A growing security services organization is seeking a Director of Client Success to lead its client success function and oversee key client relationships and service delivery across the region.
This opportunity is ideal for an experienced leader from contract security, facilities services, property services, property management, or another multi-site service-based environment who understands the complexities of managing client relationships, operational performance, labour-driven services, and contract delivery.
The successful candidate will provide leadership to a team of Account Managers while maintaining strong relationships with key clients and working closely with operational leadership to ensure consistent, high-quality service delivery across multiple sites. Responsibilities will include overseeing contract performance, client retention and satisfaction, budgets and KPIs, supporting RFP/RFQ activity, and identifying opportunities to strengthen and grow client partnerships.
This is a senior, client-facing operational leadership role based in Burnaby, BC. It is not a traditional customer service, call centre, marketing, or SaaS customer success position. The role supports field-based security operations and requires someone comfortable operating in a contract-driven, multi-site service environment.
You Will Be Responsible For:
Leadership & Client Success
- Lead, coach, and develop a team of Account Managers, setting clear expectations and driving accountability.
- Build and maintain strong relationships with key clients, acting as a senior point of contact for escalations and strategic discussions.
- Drive client satisfaction, retention, account growth, and overall service excellence.
- Partner with Operations, Finance, HR, and Sales to ensure client commitments are consistently delivered.
Operations & Performance
- Oversee contract performance, service standards, KPIs, staffing, and labour efficiency across multiple security accounts.
- Review operational performance and implement improvements to service quality, productivity, and cost efficiency.
- Conduct client site visits and assessments, providing practical recommendations to improve service delivery.
- Prepare and present performance reporting to senior leadership.
Financial Management
- Oversee account budgets, forecasting, financial KPIs, and resource allocation.
- Partner with Finance to monitor account performance and address budget or labour variances.
- Balance service quality and client satisfaction with operational and financial performance.
Bids & Business Support
- Support bids, proposals, RFPs, RFIs, and RFQs, including site tours and client presentations.
- Contribute to client solutions, contract renewals, and account growth opportunities.
- Stay current on security industry trends, standards, and best practices.
Ideal Candidate:
- 5+ years of progressive experience in client success, account management, or operations leadership within security, facilities, property services, or another multi-site contract environment.
- Proven experience leading Account Managers or client-facing operational teams.
- Strong understanding of multi-site service delivery, contract performance, client retention, and escalations.
- Experience managing budgets, labour performance, KPIs, and operational improvements.
- Experience supporting RFPs, RFQs, bids, and client presentations.
- Strong client relationship, leadership, communication, and problem-solving skills.
- CPP certification or equivalent industry experience is considered an asset.
Compensation & Benefits
- $100,000 - $130,000 base salary
- Comprehensive benefits package
- Senior leadership role with strong career growth potential
- Established organization with an entrepreneurial, growth-focused culture
- High level of autonomy, ownership, and decision-making authority
- Opportunity to directly influence client strategy, team performance, and operational growth
Location
- Greater Vancouver
- Combination of office, client meetings, and site visits
How to Apply
Please submit your resume for consideration. Only candidates selected for the next stage will be contacted.
The first step will be a confidential conversation with the recruiter to discuss your experience, career goals, and provide additional information about the opportunity. Your profile will only be presented to the client with your permission and mutual interest.
