Customer Operations Manager

Shield Safety Group; Manchester; Hybrid; GBP 26,000 - GBP 31,000; Full time

Job summary

A leading safety compliance consultancy is seeking a Customer Success Manager to enhance customer engagement and ensure service delivery. Responsabilities include managing client accounts post-onboarding, coordinating with internal teams, and tracking customer satisfaction metrics. Ideal candidates will have experience in customer success roles, particularly in SaaS environments, and a strong ability to manage multiple relationships effectively. The role is hybrid, allowing flexible work arrangements.

Benefits

25 days holiday plus bank holidays

Flexible working options

Employee Assistance Programme

Health Cash Plan

Clear progression opportunities

Qualifications

• Proven experience in customer-facing roles.
• Strong interpersonal and communication skills.
• Highly organised with effective relationship management.
• Problem-solving mindset with customer-first approach.
• Experience working with CRM systems and SaaS platforms.

Responsibilities

• Manage day-to-day customer operations and queries.
• Work with internal teams to ensure customer satisfaction.
• Monitor customer metrics and address issues proactively.
• Oversee onboarding handoffs and maintain customer information.
• Advocate for customers and share insights for service improvements.

Skills

Customer success

Account management

Operational coordination

Interpersonal skills

Problem-solving

CRM systems

Communication skills

Tools

HubSpot

Job description

Location: Manchester City Centre, Hybrid (2 office days p/w)

Salary: Up to £31,000

Job Purpose

As a Customer Success Manager, you will manage day-to-day customer operations and act as the primary success contact for assigned client accounts after onboarding. This role focuses on customer engagement, service coordination, and value realisation, ensuring customers receive a consistent, high-quality experience while maximising their use of RiskProof, Shield Safety’s digital compliance platform.

You will work closely with internal teams including Customer Success, Account Management, Safety Partners, and Service Delivery to coordinate agreed services, resolve operational issues, and support long-term customer retention and satisfaction. The role is customer-facing and operational, and is well suited to candidates with experience in customer success, customer operations, or SaaS account management.

About the Role

This Customer Success Manager position combines elements of customer success, account coordination, and operational support. You will own the ongoing relationship for a defined portfolio of customers, oversee onboarding handovers, and ensure customers clearly understand their service plans and ongoing support.

By monitoring customer satisfaction scores such as CSAT and NPS, identifying issues early, and acting as the day-to-day voice of the customer, you will help improve service delivery, customer retention, and sustained product and service adoption. This role is ideal for candidates with experience in customer-facing roles within SaaS, professional services, or subscription-based businesses who enjoy building strong, long-term customer relationships.

Key responsibilities

• Act as the dedicated Customer Success 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 and gain value from 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 ongoing support model
• Maintain accurate and up-to-date customer information in CRM systems (e.g., HubSpot) 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, adoption, and retention
• 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, RiskProof schedules etc.)
• Oversee complaints to ensure they are handled within agreed service levels and customers are kept informed
• Advocate for customers internally, sharing insights that inform service improvements and operational best practices
• Support billing- and payment-related queries in collaboration with the Finance team
• Managing Application

Skills & Experience

• Proven experience in customer-facing roles (e.g., customer success, account management, or operational 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 customer relationships and priorities effectively
• Problem-solving mindset and ability to resolve operational issues while maintaining a customer-first approach
• Comfortable coordinating across multiple teams to ensure a seamless customer experience
• Experience working with CRM systems (HubSpot 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
• Passionate about delivering excellent customer outcomes and ensuring customers get maximum value from our services

About Us

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, RiskProof, 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.

Trusted by thousands of businesses, from independent operators to brands like Tesco, ASDA, YO! Sushi, Radisson Hotels, and KFC, we have 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.

Our Values

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.

What We Offer

At Shield Safety, we combine passion with a relaxed, fun workplace. We believe people do their best work in an environment that’s supportive, flexible, and welcoming—where you can bring your whole self to work. Our office culture is friendly and inclusive, complete with hybrid working options and office dogs to keep things lively. We thrive in a fast-paced, collaborative environment and support every team member with tailored training, growth opportunities, and skill development. We look after our people because they’re at the heart of everything we do. If you’re ambitious, enjoy working with like-minded colleagues, and appreciate a workplace that’s both focused and fun, you’ll fit right in.

We’ve worked closely as a team to come up with a benefits package with something for everyone. Some of our benefits include:

• 25 days’ holiday plus bank holidays (with the option to purchase an extra 5 days)
• Birthdays off
• Flexible working options including flexi-time and remote working
• Employee Assistance Programme & Wellbeing App
• Generous, enhanced Maternity Leave and Paternity Leave
• Monthly one-to-ones with your Manager to ensure you have all the support you need
• Health Cash Plan (to claim back the cost of various private healthcare/dental/holistic treatments)
• Clear progression opportunities
• We also support training & development for all colleagues

Equality, Diversity & Inclusion

We are proud to have a diverse workforce and we are committed to ensuring equality and inclusion at all levels within the business. It is imperative that we have a mix of talents, skills and experience within our teams and actively encourage diversity in order to meet these requirements. We value the diversified opinions when we make key decisions, generate new ideas or come up with solutions to challenges. We know that this is the best way to support our clients, and we feel that our workplace should mirror the demographic make-up of the population and of our

As Shield Safety company continues to grow and expand, we welcome applications from everyone interested in joining our team, including applicants within underrepresented groups. Our recruitment process is being continually refined and evolved to ensure that all applicants discrimination.