Customer Success Manager – Dallas, TX

Location: Dallas, Texas
Work Arrangement: Full-time, Office Based
Salary: $65,000 – $80,000 USD

About Guardhouse

Guardhouse is a fast-growing global SaaS company transforming workforce management for the security industry.

Our cloud-based platform helps security companies manage their workforce, scheduling, operations, compliance, payroll preparation, customer reporting, and mobile teams through a single modern platform.

Security companies around the world rely on Guardhouse every day to manage their people, streamline complex operations, improve visibility, and deliver better outcomes for their customers. With an established presence across multiple international markets, Guardhouse has built a proven platform designed specifically around the needs of the security industry.

As we continue to grow internationally, North America is an important part of our next stage of expansion. We're investing in our US presence and building our team in Dallas, Texas, to support our growing customer base and long-term ambitions in the market.

This is an opportunity to join an established global software business while still being part of the early stages of building Guardhouse in the US.

About the Role

We are looking for a Customer Success Manager to join our Dallas office and help our customers get the most value possible from Guardhouse.

You will manage a portfolio of customers across North America, building strong relationships, driving product adoption, supporting renewals, identifying customers at risk, and helping customers expand their use of the Guardhouse platform.

This is a hands-on, customer-facing role. You'll spend your time speaking with customers, understanding how they operate, helping solve problems, reviewing their use of Guardhouse, delivering training, and proactively identifying ways we can help them achieve better outcomes.

We're open to someone at the junior to mid-level stage of their Customer Success career. You don't need to have done everything before. We're looking for someone with strong customer skills, good commercial awareness, a proactive mindset, and the ambition to develop their career as our North American business grows.

Key Responsibilities

Customer Relationships

• Manage and develop relationships with a portfolio of Guardhouse customers across North America.
• Become a trusted point of contact for customers throughout their relationship with Guardhouse.
• Develop a strong understanding of each customer's business, objectives, challenges, and use of the platform.
• Conduct regular customer check-ins and success reviews.
• Build relationships with key customer stakeholders and decision makers.
• Ensure customers feel supported, engaged, and confident using Guardhouse.

Product Adoption & Customer Success

• Help customers get maximum value from the Guardhouse platform.
• Monitor customer usage and identify opportunities to increase adoption.
• Audit customer accounts and analyse product usage to identify areas for improvement.
• Identify customers showing signs of low engagement or potential churn.
• Develop proactive plans to improve customer engagement and outcomes.
• Introduce customers to relevant features and capabilities they may not currently be using.
• Share best practices and help customers improve the way they use Guardhouse within their businesses.

Retention & Renewals

• Support and manage customer renewal activities.
• Proactively identify retention risks and work with the wider team to address them.
• Maintain visibility over upcoming renewals and customer health.
• Understand the reasons behind customer concerns and work collaboratively to resolve them.
• Build strong, long-term relationships that contribute to customer retention.

Customer Growth

• Identify opportunities where customers could benefit from additional Guardhouse products, features, services, or increased platform usage.
• Recognize potential account growth opportunities and raise them with the appropriate internal team.
• Work with Sales and leadership where commercial discussions are required.
• Develop a strong understanding of each customer's operations and how Guardhouse can provide additional value as their business evolves.

Customer Training & Education

• Deliver online and in-person customer training sessions.
• Support the onboarding of new users and stakeholders within existing customer accounts.
• Educate customers on new features, product releases, and best practices.
• Help customers improve their knowledge and confidence in using Guardhouse.
• Adapt training and education to the needs of individual customers and users.

Voice of the Customer

• Gather structured feedback from customers and communicate it internally.
• Represent customer needs and challenges when working with Product, Support, Sales, and Engineering.
• Identify common customer themes and opportunities to improve the Guardhouse customer experience.
• Help ensure customer feedback contributes to product and process improvements.
• Develop a strong understanding of the challenges facing security companies in the North American market.

Internal Collaboration

• Work closely with our Sales, Support, Product, Implementation, and Engineering teams.
• Coordinate internally to ensure customer issues are appropriately managed and resolved.
• Maintain accurate customer records, activities, and notes within HubSpot.
• Provide visibility internally around customer health, risks, feedback, and opportunities.
• Contribute ideas and improvements as we continue building our Customer Success processes in North America.

About You

We're looking for someone who enjoys working with customers, takes ownership, and genuinely wants to understand how businesses use technology to solve operational problems.

Ideally, you'll have:

• 2–5 years of experience in Customer Success, Account Management, Customer Experience, SaaS, or another relevant customer-facing role.
• Experience building and maintaining strong B2B customer relationships.
• Excellent verbal and written communication skills.
• Confidence conducting customer meetings, presentations, and training sessions.
• Strong organizational and time-management skills.
• A proactive approach, you don't wait for customers to tell you there is a problem.
• The ability to understand customer needs and translate them into practical solutions.
• Good commercial awareness and an interest in customer retention and growth.
• Confidence working with software and learning new technology.
• A collaborative attitude and willingness to work across different teams.
• The ability to take ownership and follow through on commitments.
• A willingness to learn and develop as the role and our North American business grow.

Nice to Have

Experience in any of the following would be advantageous, but isn't essential:

• B2B SaaS or software.
• Customer Success within a growing technology company.
• HubSpot or another CRM platform.
• Workforce management, scheduling, payroll, HR, field service, or operations software.
• Security, staffing, facilities management, or another workforce-intensive industry.
• Customer renewals or account expansion.
• Delivering software training or customer onboarding.

We value attitude, aptitude, and customer skills as much as having experience in every area listed above.

What Success Looks Like

Success in this role means developing customers who are engaged, getting genuine value from Guardhouse, and want to continue their relationship with us.

Key measures of success will include:

• Customer retention.
• Customer engagement and product adoption.
• Customer health.
• Renewal performance.
• Customer satisfaction.
• Proactive identification and management of at-risk customers.
• Quality and consistency of customer engagement.
• Customer training and education outcomes.
• Accurate and consistent customer management within HubSpot.

Why Join Guardhouse?

You'll be joining Guardhouse at an exciting point in our North American growth.

Guardhouse is an established international SaaS business with security companies around the world relying on our platform as a critical part of their day-to-day operations. At the same time, our US operation is still growing, creating an opportunity to join early and have a genuine impact on how we build Customer Success in North America.

You'll work with an experienced international team while having meaningful ownership of customer relationships in the US. As our North American customer base and Dallas team continue to grow, there will be opportunities to take on greater responsibility and develop your career alongside the business.

You'll have the opportunity to:

• Join a growing global SaaS business.
• Work closely with an experienced international team.
• Develop your SaaS and Customer Success career.
• Take meaningful ownership of customer relationships.
• Help shape how we deliver Customer Success in North America.
• Work directly with customers and see the impact of your work.
• Grow your responsibilities as Guardhouse expands in the US.

Compensation & Benefits

Base Salary: $65,000 – $80,000 USD

Final salary will depend on the successful candidate's experience, skills, and suitability for the role.

Guardhouse also offers:

• 20 days of paid leave per year.
• 5% employer 401(k) contribution.
• Paid company holidays.

If you're looking for a role where you can build strong customer relationships, develop your SaaS career, and have a meaningful impact within a growing international company, we'd love to hear from you.

This isn't a role where you'll simply respond to customer requests. We want someone who will know their customers, understand their businesses, anticipate what they need, and actively help them succeed with Guardhouse.