Customer Success Manager – Dallas, TX

Guardhouse•Dallas, TX

2d•Onsite

About The Position

Guardhouse is seeking a Customer Success Manager for its Dallas office to maximize customer value from the Guardhouse platform. This role involves managing a portfolio of North American customers, building relationships, driving product adoption, supporting renewals, identifying at-risk customers, and encouraging expanded use of the platform. It is a hands-on, customer-facing position requiring direct interaction with customers to understand their operations, solve problems, provide training, and proactively identify opportunities for improvement. The company is open to candidates at the junior to mid-level of their Customer Success careers, emphasizing strong customer skills, commercial awareness, a proactive mindset, and ambition for career development within a growing business.

Requirements

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 Haves

Experience in 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.

Responsibilities

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.
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.
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.
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.
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.
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.
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.