Director of Customer Success

About Becklar

Becklar delivers the industry’s only SMART Critical Event Protection Platform, combining advanced AI technology with skilled operators to provide rapid monitoring and response for people, property, and employees. Our solutions span video monitoring, remote guarding, workforce safety, personal health and safety, and critical event response—designed to act in the moments that matter most.

Headquartered in Ogden, Utah, Becklar is one of the nation’s largest and fastest-growing monitoring companies, protecting more than 2.2 million subscribers daily. Guided by our mission to create a safer world through innovative technology and caring people, we live our We Care F.I.R.S.T. values—Fun, Innovative, Relationship-driven, Service-focused, and Team-oriented.

Job Summary

The Director of Customer Success is a senior leader responsible for overseeing the Customer Success organization, including team performance, client relationships, and retention strategies.

This role focuses on driving customer satisfaction, improving operational efficiency, and ensuring dealers are utilizing the most effective processes and technologies. The Director is accountable for key performance metrics such as attrition, profitability, service levels, and customer satisfaction.

Working closely with cross-functional teams, this role ensures all dealer needs are met while maintaining alignment with company goals, culture, and operational standards.

What You’ll Do

• Lead and direct the Customer Success team, setting strategy, defining processes, and driving accountability
• Build and maintain strong relationships with dealers through proactive communication and engagement
• Act as a primary point of contact and representative of the company for key customer interactions
• Monitor customer health, identify trends, and implement strategies to improve satisfaction and retention
• Drive operational efficiency by identifying opportunities for process improvements and implementing solutions
• Oversee contract renewals and support growth within existing dealer accounts
• Partner with Sales to identify upsell and expansion opportunities
• Collaborate with internal teams (Operations, IT, Training, QA, Accounting) to resolve issues and improve service delivery
• Ensure dealers are properly onboarded, supported, and utilizing services effectively
• Monitor and manage key performance indicators including attrition, growth, and profitability
• Support acquisitions by onboarding and transitioning new dealers to company systems and processes
• Lead and communicate training initiatives and procedural updates to the team
• Represent the company at trade shows, conferences, and industry events
• Foster a culture of accountability, collaboration, and continuous improvement within the team

What You’ll Need

• Bachelor’s degree or equivalent experience preferred
• Minimum 5+ years of relevant industry and leadership experience
• Experience in customer success, account management, or client services leadership roles
• Proven experience managing teams and driving performance metrics
• Strong proficiency in Microsoft Office and business systems
• Ability to analyze customer data and performance metrics to drive decisions
• Strong understanding of customer lifecycle management and retention strategies
• Experience working cross-functionally with multiple departments
• Ability to manage multiple priorities in a fast-paced environment
• Strong leadership and team development skills
• Excellent communication and interpersonal abilities
• Customer-focused mindset with a commitment to service excellence
• Strategic thinking with a focus on continuous improvement
• Strong problem-solving and decision-making capabilities
• Ability to build relationships and influence stakeholders
• High level of professionalism, integrity, and accountability

What’s in it for you?

At Becklar, we’re driven by a bold purpose: protecting people, property, and employees when it matters most. We work hard toward meaningful goals, but we believe great work happens when people feel supported, connected, and genuinely enjoy what they do. Life at Becklar is built on trust, teamwork, and moments that matter — and we back that up with benefits designed to support you both at work and beyond.

Here’s a snapshot of what we offer:

• Competitive compensation and opportunities to share in our success

• Comprehensive health benefit plans to support you and your wellbeing

• 401(k) retirement plan with company contribution

• Inclusive parental leave designed to support all parents and caregivers

• Wellbeing and lifestyle perks to support personal growth, connection, and balance

• Generous PTO so you can recharge, give back, and take care of what matters most

EEO Statement

Becklar is an equal opportunity employer and is committed to creating a workplace free of discrimination and harassment. We make employment decisions based on business needs, job requirements, and skills, without regard to any status protected under applicable federal, state, or local law.

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