Customer Success Manager

Do you have a passion for helping people and a head for new tech? If so, this is the job for you! We’re looking for an enthusiastic, switched-on Customer Success Manager to join our growing team based in Newquay, Cornwall.

Guardhouse is a workforce management system custom built for the physical security industry. Your job will be to onboard and train new customers on how to use the system, look after them throughout the customer lifecycle to ensure they’re getting maximum value and build strong partnerships with our customer base. We’ve been expanding rapidly year on year, and the role offers plenty of development opportunities.

This is a mostly office-based role. The office environment is fun and dynamic; we’re right on the beach and there’s a bar onsite. We work hard but believe in the importance of good work/life balance.

Benefits

• Competitive salary and quarterly bonuses


• One WFH day per week (after probation) 
  


• Dedicated personal development budget


• Fun, social office environment right on the beach


• Opportunity to be a part of a rapidly growing business


• Quick career progression for the right person

Whilst skills and experience are important, we fundamentally hire based on attitude and aptitude — we care less about what you’ve done and more about where you want to get to. We welcome applications from people with non-traditional or adjacent backgrounds who are excited to learn and grow in SaaS and customer success.

This role does involve some travel opportunities that are a great way to meet with customers and get out of Newquay. It is limited, but a key part of the role. We love working from Cornwall, but it’s important that we meet key customers face to face. You should anticipate being on the road for between 5 and 15 days per year, and all travel expenses are fully covered by Guardhouse.

About Guardhouse
Guardhouse is a fast-growing workforce management platform purpose-built for the physical security industry. We help over 500+ security businesses globally streamline operations, stay compliant, and drive profitability through smart scheduling, compliance automation, and integrated workforce management tools.

We're on a mission to transform how the security industry operates — and we’re looking for a driven Customer Success Manager to help us scale.

Responsibilities

• Lead onboarding and training for new customers, ensuring a smooth go-live and fast time-to-value.


• Work closely with the Sales Team to ensure pilots are on track and we are hitting targets.


• Manage and grow relationships with existing customers, helping them maximise adoption and outcomes


• Solve customer queries with empathy and clarity, and feed insights into better processes and product improvements


• Deliver training for new feature releases


• Represent Guardhouse at occasional events/tradeshows

The right personality

• People-first, patient, and genuinely enjoys helping others succeed


• Curious, quick to learn, and confident working with new software


• Practical problem-solver who stays calm under pressure


• Organised and reliable, with strong communication skills


• Natural coach/teacher with leadership potential

 Beneficial skills

• Experience in customer service, support, training, or account management


• Confident delivering training or presentations (remote and/or in person)


• SaaS/customer success experience

• HubSpot (or similar CRM) and strong MS Office skills


• Security industry or adjacent sector experience

Must haves

• Strong written and spoken English


• Full UK driving licence and right to work in the UK


• UK resident