Customer Success Associate

Do you enjoy helping people solve problems and learning new technology? Are you organised, proactive, and great at communicating with customers? If so, this could be the perfect role for you.

Guardhouse is looking for a Customer Success Associate to support our growing UK team. In this role, you will work closely with the UK Customer Success team to help customers successfully adopt and use the Guardhouse platform

You’ll assist with customer onboarding and training, support customers through our help channels, analyse customer usage data, and provide operational support to the Customer Success team.

This is a fantastic opportunity to play a key role in the expansion of Guardhouse in the UK market, while building valuable experience in Customer Success, SaaS, and customer operations

Working hours for this role are 8:30am – 5:30pm UK time, Monday to Friday.

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.

Our team is made up of long-tenured employees who value stability, collaboration, and long-term growth, and this role represents a stable, long-term addition to the team as we continue expanding internationally.

Responsibilities

Customer Training & Onboarding

• Run remote training sessions to help new customers learn how to use the Guardhouse platform
• Assist with onboarding new customers and support them through their early adoption phase
• Deliver training for new feature releases and platform updates when required
  
  Customer Support
• Manage inbound customer support across phone, email, and live chat
• Troubleshoot customer questions and help resolve issues efficiently
• Escalate complex or technical issues to the appropriate teams
• Ensure customers receive clear, professional, and helpful support at all times
  
  Customer Success Support
• Assist the Customer Success team in delivering positive outcomes for customers
• Audit customer accounts and analyse platform usage to identify opportunities to improve adoption
• Generate customer usage reports and flag potential churn risks or engagement issues
• Monitor customer activity and follow up where required
• Support initiatives that improve customer engagement and product adoption
  
  Administrative Support
• Provide operational and administrative support to the UK Customer Success team
• Maintain accurate customer records and internal documentation
• Assist with coordination between sales, product, and support teams
  
  The right personality
• Friendly, patient, and genuinely enjoys helping customers succeed
• Highly organised and dependable
• Curious and quick to learn new software platforms
• Calm and solution-focused when solving problems
• A strong communicator with excellent written and spoken English
• Motivated to build a career in Customer Success and SaaS
  
  Beneficial skills
• Experience in customer support, customer service, or customer success
• Experience delivering training, onboarding, or product demonstrations
• Experience working with SaaS platforms
• Familiarity with CRM and helpdesk systems
• Strong organisational and administrative skills
  
  Tools & Systems
• HubSpot (CRM and customer management)
• Microsoft SharePoint
• Microsoft Office
• Microsoft Teams
  
  Must haves
• Excellent written and spoken English
• Ability to communicate clearly with international customers
• Ability to work 8:30am – 5:30pm UK time
• Comfortable working in a fully remote environment
• Reliable high-speed internet connection
  
  Internet Requirements
• Minimum 50 Mbps stable internet connection
• Backup internet connection strongly preferred to ensure continuity during outages
  
  

Equipment

• Guardhouse will provide a company laptop for this role.

Career Growth

This role provides a strong foundation in Customer Success and SaaS operations, with opportunities to grow within the company over time.

Potential career progression includes roles such as:

• Customer Success Manager
• Implementation Specialist
• Customer Operations roles

What We Offer

• ₱100,000 monthly salary
• Company-provided laptop
• 100% remote role
• Opportunity to work with a growing international SaaS company
• A stable, long-term role within a high-retention global team
• Career development opportunities as Guardhouse continues to grow