Director of Client Success

Guardteck Security Corp.; Burnaby; On-site; CAD 150,000 - 190,000; Full time

Job summary

Guardteck Security Corp. in Burnaby, BC is seeking a Director of Client Success to lead our client success function.

This senior, client-facing role oversees account managers, contract performance, bids, budgets, KPIs, and service delivery across multiple security sites. The ideal candidate has 5+ years in client success/operations leadership within contract services, with a track record in elevating client retention, service quality, and stakeholder management.

Qualifications

• 5+ years of progressive experience in client success, account management, or operations leadership in security/facilities or multi-site contracts.
• Experience leading account managers, site managers, or client-facing teams.
• Strong understanding of multi-site service delivery, contract compliance, client retention, audits, reporting, and escalations.
• Budget, KPI management, client reporting, and operational improvement experience.
• Proficiency with Microsoft Office applications.

Responsibilities

• Lead a team of client account managers delivering high-quality security services across multiple sites.
• Coach and develop managers through regular performance discussions and learning plans.
• Set objectives for Client Services and monitor progress against them.
• Drive client engagement, satisfaction, retention, and account growth.
• Support bids, proposals, and client commitments; manage escalations and service concerns.
• Collaborate with Operations, Finance, Sales, Marketing, HR to meet company goals.

Skills

Leadership

Budget management

Client relationship management

Multi-site operations

Contract compliance

Communication

Coaching/mentoring

Education

CPP certification

Tools

Microsoft Office

Job description

Guardteck is seeking a Director of Client Success to lead our client success function in Burnaby, BC. This is a senior, client-facing operations role responsible for leading account managers, strengthening client relationships, overseeing contract performance, supporting RFP/RFQ activity, managing budgets and KPIs, and ensuring high-quality service delivery across multiple security sites.

The ideal candidate will bring experience from contract security, facilities services, property services, property management, or another multi-site service-based environment where client retention, operational execution, labour performance, and service quality are critical to success.

This is not a traditional customer service, call centre, marketing, or SaaS customer success role. This position supports field-based security operations and requires experience leading service delivery in a contract-driven, client-facing environment.

What We're Looking For

We're looking for a senior client success or operations leader who understands how to manage client relationships while also driving operational performance. You should be comfortable leading teams, managing escalations, reviewing service delivery, working with budgets, supporting bids and proposals, and ensuring client commitments are consistently met.

The successful candidate will have experience leading client-facing operational teams across multiple sites or accounts, with a strong understanding of contract compliance, stakeholder management, reporting, audits, service quality, and continuous improvement.

Key Responsibilities

Strategy and Team Leadership

• Lead a team of client account managers dedicated to delivering high-quality security services.
• Coach, mentor, and develop managers through regular one-on-one meetings, performance discussions, and annual learning plans.
• Establish clear objectives for the Client Services division and review progress against those objectives.
• Ensure accountability across the team and support a culture of ownership, professionalism, and continuous improvement.
• Recommend policies, procedures, and improvements to strengthen the Client Services department.
• Collaborate with Operations, Finance, Sales, Marketing, Human Resources, and other departments to support company goals.
• Identify training and development needs and support the growth of direct reports.
• Ensure each team member understands their responsibilities, authority, and expected outcomes.

Client Engagement and Service Excellence

• Maintain strong client and stakeholder relationships through audits, site visits, meetings, and regular communication.
• Serve as a senior point of contact for key clients, ensuring their needs are understood and service expectations are met.
• Develop and implement strategies to improve client satisfaction, retention, and account growth.
• Support account managers in managing client escalations, service concerns, and performance issues.
• Gather and analyze client feedback and use insights to improve service delivery.
• Ensure Client Services processes are efficient, scalable, and aligned with company goals.
• Collaborate with internal teams to create tailored solutions for clients.
• Support the use of technology, automation, and reporting tools to improve service quality and client experience.

Operational Excellence

• Review performance against operating plans, service standards, contract deliverables, and KPIs.
• Develop short-term and long-term plans focused on improving service delivery, productivity, efficiency, and client satisfaction.
• Present monthly performance reports to the Regional Vice President of Operations as required.
• Drive continuous improvement initiatives to reduce costs, streamline workflows, and improve operational outcomes.
• Monitor and support the performance of related business units, ensuring alignment between client expectations and operational delivery.
• Review labour efficiency, staffing performance, customer service standards, resource allocation, and planned outputs.
• Conduct client site assessments and provide meaningful, cost-effective recommendations.
• Review and approve annual job budgets.
• Manage operational budgets and allocate financial resources effectively.
• Monitor financial KPIs and take corrective action when performance is not meeting expectations.
• Work closely with Finance to support accurate forecasting, budgeting, and reporting.
• Review and approve expenses within authorized limits.
• Support decisions that balance client satisfaction, service quality, labour efficiency, and financial performance.

Bids, Proposals, and Client Commitments

• Respond to bids, quotes, RFPs, RFIs, and RFQs as required.
• Participate in bidder's tours, short-list presentations, and client-facing proposal discussions.
• Support value-added commitments such as client training, tenant training, tabletop exercises, and property assessments.
• Ensure client commitments and employee recognition programs are being carried out effectively.

Professional Development

• Stay current with industry trends, best practices, and relevant security standards.
• Maintain or work toward CPP certification, or equivalent professional development, where applicable.

Required Experience and Qualifications

• 5+ years of progressive experience in client success, account management, or operations leadership within security, facilities services, property services, property management, or another multi-site contract services environment.
• Experience leading account managers, site managers, supervisors, or client-facing operational teams.
• Strong understanding of multi-site service delivery, contract compliance, client retention, audits, reporting, and escalation management.
• Experience managing budgets, labour performance, KPIs, client reporting, and operational improvement initiatives.
• Experience participating in RFP, RFQ, bid, or client presentation processes.
• Proven ability to build trust-based relationships with internal and external stakeholders.
• Strong coaching, mentoring, and people leadership skills.
• Excellent written and verbal communication skills.
• Strong problem-solving skills, attention to detail, and ability to manage changing priorities.
• Proficiency with Microsoft Office, including Word, Excel, Outlook, PowerPoint, and Teams.
• CPP certification is considered an asset, or an equivalent combination of education and experience.