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We are a tech-enabled security services company which is challenging the status quo of our industry. TKC delivers in excess of 1,500,000 services a year to c.7,500 clients, providing a fully integrated suite of digitally enabled security solutions including risk management, mobile services, temporary and emergency guarding, security systems installation, monitoring and maintenance, control room services and void property protection, all powered by our proprietary software platform. As the Customer Success Director you will own the end-to-end client lifecycle, from building executive relationships with our most strategically complex accounts to leading our Account Management, Client Services and Mobilisation teams. You will ensure every customer interaction is intentional, data-informed and continuously optimised.
Key Accountabilities
Outcomes:
- Delivering measurable improvements in customer experience, efficiency and ROI through automation, workflow optimisation and intelligent use of TKC’s proprietary platform and tech eco system
- Acting as the executive sponsor for many of TKC’s largest clients, building trusted senior-level relationships and taking ownership of commercial and operational outcomes
- Identifying where technology can simplify challenging requirements, where AI-supported tools can enhance responsiveness and insight, and where additional service integration can unlock sustainable growth
- Creating a feedback-rich culture that systematically captures client insight and translates it into product improvements, service innovations and competitive advantage
- Establishing TKC as a strategic partner, not just a supplier, by embedding the Customer Success function deeply into clients’ operational planning cycles and business reviews
Principal tasks:
- Developing a deep understanding of how each client operates, their risks, systems, commercial drivers and growth priorities, translating this insight into tailored optimisation strategies that evolve their use of our services
- Be the voice of the customer within a technology-led organisation, championing digital and data-driven solutions to traditional service challenges
- Within Account Management, strengthening strategic thinking, value articulation and structured growth planning, ensuring client relationships translate into long-term commercial expansion
- Within operational teams, championing workflow optimisation, tool adoption and intelligent process design to improve speed, consistency and accuracy
- Introducing robust performance frameworks, data-led dashboards and clear KPIs to drive measurable improvements in service quality, efficiency and commercial growth.
- Being a trusted innovation partner for strategic clients who collaborate with us as beta partners in testing new software capabilities
- Acting as the primary conduit between Sales and operational delivery during the onboarding of new clients, ensuring commitments made at contract stage are fully translated into service design and execution
- Leading the customers’ adoption during early-stage development, ensuring optional configuration, structured onboarding, comprehensive training and meaningful engagement with our analytics and reporting tools. Creating feedback loops between the client and product team, translating real world usage into insights that accelerates our platform development and enhances customer value
- Designing and embedding a structured customer satisfaction and feedback programme across the full client lifecycle to understand customer sentiment, identify opportunities for improvement, and take accountability for delivering the enhancements
Candidate Description
Essential Skills & Qualifications
- Experienced in a similar Customer-Success-focused role, with senior client liaison forming a key component of your day-to-day. We are open to candidates from all industries
- A highly motivating leader, with proven experience of maintaining a sustained commitment to excellence in your team and the wider business
- Confident in running a large team (50+), with the organisational and managerial capabilities to monitor and sustain high performance metrics across diverse functions
- Detail-oriented and naturally determined to achieve the highest possible result when implementing a new process, especially when this involves multiple rounds of trialling, and skilled at sustaining momentum and high standards in other participating stakeholders
- Capable at leading teams through transformation, implementing new tools, programmes, and processes
Desirable Skills & Experience
- Comfortable at operating across levels of seniority, from the Strategic Account Directors to the front line Client Services leaders, adapting your leadership style while maintaining high performance standards
- Experienced in operational insight, creating clarity of direction, embedding accountability and elevating capability across multiple disciplines
- An excellent and adaptable communicator. You will need to communicate effectively with a range of people from senior corporate clients and our leadership team to front-line operatives, building high trust and creating clarity of focus
Our Benefits
Work is only one part of life, but it needs to work when the rest of life shows up.
At TKC, our benefits are built to support the moments that actually matter: starting out, growing a family, caring for people you love, staying healthy, building skills, and planning for the future. We have designed our benefits stack keeping support in mind – the same way we build our products. Here:
- Generations give us signals
- Life’s moments give us insight
- Flexibility lets it keep changing
So you can use what you need, when you need it. At TKC, you have access to:
- Benchmarked pay and hybrid work, so you can balance work with everything else
- 25 days of annual leave
- Mental health and wellbeing support through our EAP, plus discounted gym membership
- Learning and development to grow your skills and your career
- Salary sacrifice schemes for pension, cycle-to-work and EVs
- A voluntary health cash scheme that starts at £1 per week, covering you, your partner and kids, with extra everyday freebies
- Free financial coaching and financial wellbeing tools through our partners AAG
- Regular social events and monthly team days
- Enhanced parental leave – 13 weeks paid for primary caregivers, 4 weeks paid for secondary caregivers
Our benefits aren’t about perks. They’re about having the right support when your life shifts.
Employer Description
We are building something different, and we are looking for people who want to be part of it.
We started over 25 years ago in keyholding and alarm response, building a reputation for reliability at scale. Today, we still deliver those services nationwide, but the way we operate has evolved significantly.
We now design and deliver integrated, tech-enabled security solutions that bring together people, systems and data to improve how security works in practice. This gives our clients better visibility, stronger control and more consistent outcomes across their estates.
We work with some of the UK’s largest organisations, including 93% of the top Facilities Management companies, and we have built a reputation for doing things properly. How we deliver matters just as much as what we deliver.
We’re B Corp certified, and we believe that exceptional security can, and should, coexist with a firm commitment to people and the planet.
We are proud of our legacy and ambitious about what comes next. As we grow, we are looking for people who care deeply about quality, enjoy taking ownership, and want to build something meaningful over time. Our pace and ambition create real opportunities to learn, develop and shape your career, and there is never a dull moment.
Equity, Diversity and Inclusion
Equity, Diversity and Inclusion matter to us. We are keen to hear from candidates from a broad range of backgrounds and experiences and are excited about learning from you, as much as we know you can learn from us.
Our Values
We care about doing a good job
We believe in open and honest communications
We encourage collaborative working with partners, clients, and each other
