Customer Success Director, SafePointe

SoundThinking; Tampa (FL); Hybrid; USD 120,000 - 180,000; Full time

Job summary

SoundThinking is seeking a Customer Success Director for SafePointe to advise on multi-layered security strategies and drive value for healthcare and hospitality clients. You will maintain relationships across levels, educate on best practices, and help quantify business impact of the SafePointe solution.

The role requires strong communication, collaboration with sales, and readiness to leverage AI tools. Hybrid work from Florida locations with substantial travel may be involved.

Qualifications

• BA degree or higher in related field.
• Extensive hospital facility security and safety experience.
• Experience collaborating with cross-functional stakeholders and executives.
• Ability to build relationships from frontline to executive levels.
• Team oriented, resourceful with strong problem-solving skills.
• Data-driven with focus on process improvement.
• Excellent verbal, written communication and presentation skills.
• Proven technical/tools skills (Outlook, Excel, PowerPoint).
• Prior experience with AI or readiness to learn AI tools.

Responsibilities

• Advise clients on multi-layered security strategies with SafePointe.
• Brief client leadership on outcomes and business case value.
• Cultivate relationships with assigned SoundThinking accounts across multiple stakeholders.
• Educate customers to adopt best practices for SafePointe integration.
• Develop outcome measures for SafePointe usage with customers.
• Support sales in engagements by sharing security experience.
• Advocate for client needs and identify product/service opportunities.
• Monitor lane performance statistics and lead Account Reviews.
• Collaborate with internal Support to resolve issues.

Skills

Facility security

Stakeholder management

C-suite communication

Data-driven

AI readiness

Travel readiness

Team collaboration

Education

BA 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.