Director of Facility Security & Customer Success

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

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.