Customer Success Director, SafePointe

SoundThinking; Pittsburgh (Allegheny County); Hybrid; USD 140,000 - 190,000; Full time

Job summary

SoundThinking is seeking a seasoned Customer Success Director for SafePointe to guide security operations across healthcare and hospitality settings. You will act as a trusted advisor, shaping value realization for customers and framing safety outcomes with senior client leadership.

The role requires strong communication, stakeholder influence, and the ability to drive adoption of SafePointe within complex facilities.

Qualifications

• BA degree or higher in related field required.
• Extensive hospital facility security and safety experience required.
• Experience collaborating with and influencing cross-functional stakeholders and executives.
• Ability to build relationships at multiple levels with empathy for customer challenges and goals.
• Data-driven and results-oriented, with a focus on process improvement and efficiency.
• Excellent verbal, written communication and presentation skills.
• Proven technical/tools skills (Outlook, Excel, PowerPoint).
• Prior experience with AI, or readiness to learn and utilize AI tools for job-related tasks.
• Available for extensive travel – approximately up to 50% of the time.

Responsibilities

• Leverage expertise and experience in facility security to advise clients on multi-layered security strategies with the inclusion of SafePointe.
• Brief client leadership on outcomes and benefits resulting from the SafePointe system for the purpose of validating business case value to support contracting.
• Cultivate and maintain strong relationships with assigned SoundThinking accounts. This requires building relationships with multiple customer stakeholders from the head of security to the frontline security officers.
• Educate and influence customers to adopt best practices for the integrated use of SafePointe with the overall safety strategy and standard operating procedures.
• Partner with customers to develop outcome measures for the use of SafePointe system.
• Support sales team when requested in sales engagements by sharing prior facility security and safety experience and in addressing strategies and best practices.
• Serve as an internal customer advocate representing the client’s needs and identifying potential product and service opportunities.
• Monitor and analyze lane performance statistics and lead Annual Account Reviews and Quarterly Business Reviews as needed.
• Collaborate with the internal Customer Support department to efficiently resolve customer issues.

Skills

Strong communication skills

Relationship building

Empathy for customer challenges

Critical thinking

Team oriented

Problem solving

Data-driven

Willingness to travel

Education

Bachelor's degree or higher

Tools

Outlook

Excel

PowerPoint

Job description

Customer Success Director, SafePointe Job Description

SoundThinking is looking for a passionate, experienced professional familiar with the unique skills of managing facility security operations including those in the healthcare and hospitality industries to serve as a trusted advisor/consultant in driving value for our customers. The ideal candidate will have a high level of interpersonal communication skills and the ability to embrace cutting‑edge technology that the SafePointe solution offers.

Position Summary

SoundThinking is looking for a passionate, experienced professional familiar with the unique skills of managing facility security operations including those in the healthcare and hospitality industries to serve as a trusted advisor/consultant in driving value for our customers. The ideal candidate will have a high level of interpersonal communication skills and the ability to embrace cutting‑edge technology that the SafePointe solution offers.

Essential Responsibilities/Duties

• Leverage expertise and experience in facility security to advise clients on multi‑layered security strategies with the inclusion of SafePointe.
• Brief client leadership on outcomes and benefits resulting from the SafePointe system for the purpose of validating business case value to support contracting.
• Cultivate and maintain strong relationships with assigned SoundThinking accounts. This requires building relationships with multiple customer stakeholders from the head of security to the frontline security officers.
• Educate and influence customers to adopt best practices for the integrated use of SafePointe with the overall safety strategy and standard operating procedures.
• Partner with customers to develop outcome measures for the use of SafePointe system.
• Support sales team when requested in sales engagements by sharing prior facility security and safety experience and in addressing strategies and best practices.
• Serve as an internal customer advocate representing the client’s needs and identifying potential product and service opportunities.
• Monitor and analyze lane performance statistics and lead Annual Account Reviews and Quarterly Business Reviews as needed.
• Collaborate with the internal Customer Support department to efficiently resolve customer issues.

Minimum Qualifications

• BA degree or higher in related field required.
• Extensive hospital facility security and safety experience required.
• Experience successfully collaborating with and influencing cross-functional stakeholders, and executives.
• Ability to build relationships at multiple levels, from frontline users to executive stakeholders, with strong empathy for customer challenges and goals.
• Must be team oriented, resourceful, with critical thinking, troubleshooting and problem‑solving skills.
• Data‑driven and results‑oriented, with a focus on process improvement and efficiency.
• Excellent verbal, written communication and presentation skills.
• Proven technical/tools skills (Outlook, Excel, PowerPoint)
• Prior experience with AI, or readiness to learn and utilize AI tools for job‑related tasks.
• Available for extensive travel – approximately up to 50% of the time.

Location: Ideal candidates live in the Midwest or Eastern region of the US.

Compensation: At SoundThinking, we are committed to equitable compensation practices and consider a variety of factors, including skills, experience, and work location.

Hybrid Workplace

SoundThinking follows a hybrid schedule for employees who live equal to or less than 50 miles from one of our office locations, which include Fremont, CA, Tucson, AZ, Washington, D.C., Orlando, Florida, or Iselin, NJ. Employees are expected to work onsite for a minimum of 3 days per week, unless the advertised role has a specific on‑site requirement. The specific days for in‑office are dependent on the office location.

Note

The Company reserves exclusive right in its sole discretion to modify, adjust, delete, add or otherwise change the above at any time.

Equal Employment Opportunity

SoundThinking provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, SoundThinking complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. SoundThinking maintains a drug‑free workplace policy.

SoundThinking expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SoundThinking’s employees to perform their job duties may result in discipline up to and including discharge.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact SoundThinking at [e-mail] for assistance.