Customer Success Lead

• You have experience within security, operations, facility management, or a similar service-oriented environment.
• You understand how physical service provision works in practice (24/7 context, control room, follow-up).
• You are analytically strong, but always focused on action and improvement, not just on reports.
• You communicate clearly and feel comfortable switching between operations and the client.
• You take ownership, dare to make decisions, and maintain an overview during incidents or escalations.
• You enjoy working together and are visible to colleagues and departments.

• Experience with PowerBi is a plus
• Affinity with risk management, security, and technology

• HBO working and thinking level supplemented with relevant work experience

• Good written and oral communication skills in the Dutch and English languages

• A salary of €3,814.72 - €5,449.60 gross per month (depending on your work experience)
• 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 the Securitas Employer benefit program with nice discounts on, e.g., your health insurance

​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​Securitas is a security organization with over 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 security for our clients. At Securitas, every day you and your colleagues contribute not only to a safer world today, but also to the security solutions of the future.

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

You operate in the tension between operations, the control room, technology, and the client organization, and you are the fixed point of contact for both internal teams and external stakeholders. You monitor agreements, signal deviations, adjust where necessary, and ensure that the service provision remains predictable, executable, and in control.

You use reports and performance indicators not as an end in themselves, but as a tool to improve operations, advise clients, and escalate in a timely manner when the situation calls for it. In doing so, you deliver direct added value in daily security practice.

What will you do?

Management & follow-up of service provision

• You monitor agreements made and performance standards within physical security services.
• You ensure that reports, follow-up, and escalations proceed correctly and in accordance with agreements.

Connecting client & operations

• You coordinate regularly with the internal client manager and internal departments regarding the functional operation of the service provision.
• You recognize bottlenecks from operations and translate these into concrete improvement actions.

Steering on performance

• You monitor SLAs and KPIs and translate insights into actions for operations, the control room, and technology.
• You provide understandable reports (including European KPI overviews) to support decision-making.

Process & collaboration

• You work closely with operations, technology, the control room, and commerce.
• You ensure that processes are clearly designed and adhered to.

Commercial signaling

• You recognize expansion opportunities within ongoing contracts.
• You coordinate with commercial colleagues regarding additional work or optimizations.

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

What you bring..

• Analytically strong, solution-oriented, and service-oriented

• Location Breukelen, with the possibility of hybrid working