Customer Success Lead

Role Summary

As Solution Support you are responsible for the management and further development of physical security services for our (inter)national customers. As soon as an integrated security solution has been delivered, you take ownership of the services and ensure that agreements made are also adhered to in practice.

You operate in the tension between operations, control room, technology and customer organization and are the permanent point of contact for both internal teams and external stakeholders. You monitor agreements, identify deviations, make adjustments where necessary and ensure that the service remains predictable, feasible and in control.

You do not use reports and performance indicators as a goal in themselves, but as a tool to improve operations, advise customers and escalate in a timely manner when the situation requires it. This means you provide direct added value in daily security practice.

What are you going to do?

Management & follow-up of services

You monitor agreements made and performance standards within physical security services.

You ensure that notifications, follow-up and escalations proceed correctly and as agreed.

Connecting customer & operations

You regularly coordinate with internal customer responsible and internal departments about the functional operation of the services.

You recognize bottlenecks in the operation and translate them into concrete improvement actions.

Performance management

You follow SLAs and KPIs and translate insights into actions for operations, control room and technology.

You provide understandable reports (including European KPI overviews) to support decision-making.

Process & collaboration

You work closely with operations, technology, control room and commerce.

You ensure that processes are clearly set up and adhered to.

Commercial signage

You recognize expansion opportunities within current contracts.

You communicate with commercial colleagues about additional work or optimizations.

This position combines operational proximity with tactical direction and requires someone who maintains an overview, connects people and dares to act.

What are you bringing...

You have experience in security, operations, facility management or a similar service environment.

You understand how physical services work in practice (24/7 context, control room, follow-up).

You are analytically strong, but always focused on action and improvement, not just on reporting.

You communicate clearly and feel comfortable switching between operations and customers.

You take ownership, dare to make decisions and keep an overview of incidents or escalations.

You enjoy working together and are visible to colleagues and departments.

Requirements

• HBO working and thinking level supplemented with relevant work experience
• Analytically strong, solution and service oriented
• Experience with PowerBi is an advantage
• Affinity with risk management, security and technology
• Good written and oral expression skills in the Dutch and English language

Benefits

• A full-time position, but part-time (32 hours) is negotiable
• A laptop and smartphone
• A bonus scheme
• 28 vacation days (based on full-time)
• A good pension scheme
• 8% holiday allowance and participation in Securitas' Employer benefits program with nice discounts on, for example, your health insurance
• Location Breukelen, with possibility of hybrid working

About the Company

Securitas is a security organization with more than 5,000 colleagues in the Netherlands and active in 44 countries. Our mission is clear: we help make your world a safer place. We combine craftsmanship, technology and data to ensure safety for our clients. At Securitas, you and your colleagues contribute every day not only to a safe world today, but also to the security solutions of the future.