Customer Success Manager

As a Customer Operations Manager, you will be the primary operational point of contact for assigned customers, ensuring they receive seamless, high-quality service. Your role focuses on managing customer accounts, supporting their success with Risk Proof, and acting as a bridge between customers and internal teams-including Safety Partners, Commercial, and Service Delivery.

This role is customer-first and operationally driven, ensuring clarity, consistency, and proactive engagement at every stage of the customer journey. You will help customers understand and maximise the value of our services, resolve operational issues efficiently, and provide actionable feedback to internal teams to improve service delivery.

• Act as the dedicated proactive operational contact for assigned customers, managing post-Onboarding support and day-to-day queries.
• Work closely with Safety Partners and the Commercial team to ensure customers understand their services and available solutions.
• Monitor customer engagement, service delivery, and satisfaction metrics to proactively address issues and enhance the customer experience.
• Oversee onboarding handoffs from Service Delivery, ensuring customers are set up for success and understand their care plans.
• Maintain accurate and up-to-date customer information in CRM systems (e.g., Hub Spot) and ensure workflows are followed correctly.
• Identify operational issues and coordinate resolution across internal teams to protect the customer experience.
• Provide regular updates and insights to Safety Partners and Commercial teams to support risk advice, product adoption, and account growth.
• Manage CSAT and NPS surveys for assigned customers, analyse results, and work with teams to implement improvements.
• Proactively communicate to customers their specific service plan (includes audits, fire, Risk Proof schedules etc.).
• Oversee complaints and ensure they are being dealt with in service levels and the customer has been responded to promptly.
• Advocate for customers internally, sharing insights that inform service improvements and operational best practices.
• Debt discussions and credit investigations
• Managing Application

• Proven experience in customer-facing, operational roles (e.g., account management, customer success, or project coordination).
• Strong interpersonal and communication skills, with the ability to interact effectively with customers and internal teams.
• Highly organised, with the ability to manage multiple customers, projects, and priorities in a fast-paced environment.
• Problem-solving mindset and ability to resolve complex operational issues while maintaining a customer-first approach.
• Comfortable coordinating across multiple teams to ensure a seamless customer experience.
• Experience working with CRM systems (Hub Spot preferred) and SaaS platforms.
• Ability to interpret and act on customer satisfaction metrics (CSAT, NPS).
• Tech-savvy, adaptable, and capable of learning new tools quickly.
• Flexible and responsive to customer needs, including supporting global accounts where necessary.
• Passionate about delivering excellence and ensuring customers get maximum value from our services

Shield Safety is one of the UK's leading Environmental Health consultancies. For over 20 years, we've helped businesses meet regulatory requirements, reduce risk, and protect people. As a software-enabled services business, we combine expert consultancy with our award-winning digital platform, Risk Proof, giving organisations a smarter, more practical way to manage their Health and Safety, Food Safety, and Fire Safety compliance.

We work with businesses across hospitality, retail, leisure, and beyond. Our solutions are built for real-world environments where consistency, clarity, and accountability matter. By combining deep technical expertise with intuitive technology, we help teams move from reactive compliance to confident, proactive safety management. We're trusted by thousands of businesses, from independent operators to brands like Tesco, ASDA, YO! Sushi, Radisson Hotels, and KFC, with a 90% client retention rate.

We're also proud to be the first certification body for Safe to Trade, raising food hygiene and allergen management standards. At Shield Safety, we focus on meaningful work that makes Every Day Safer.

We take great pride in what we do, the service we deliver, and the culture we've built. Our values guide how we work every day, and they matter to us. Driving all of this are the values we live and breathe every day:

Be the best you
Add value. Love what you do
Work together to deliver and have fun
Aim high and don't be afraid to fail
Respect your colleagues, your work and our customers

We're committed to building a team of people who share these principles and bring them to life in how they collaborate, challenge themselves, and support one another.

At Shield Safety, we combine passion with a relaxed, fun workplace. We believe people do…