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For Companies At a Glance
- Tasks: Lead and develop a high-performing Customer Success team while driving growth across key accounts.
- Company: Join a fast-growing ConTech company focused on user experience and innovation.
- Benefits: Enjoy remote work options, private medical insurance, and regular team socials.
- Other info: Dynamic environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by shaping customer relationships and driving team performance.
- Qualifications: Experience in Customer Success or Account Management with strong leadership skills.
The predicted salary is between 60000 - 75000 ÂŁ per year.
Reporting to: Head of Customer Experience
About Onetrace — Great products start with great people. Our relentless focus on user experience has been the cornerstone of our growth, helping us become the market-leading software for fire protection subcontractors across the UK. We’ve grown by staying obsessed with building software that actually works for the subcontractors on the ground; fast, intuitive, and simple to use. We’re growing rapidly — recognised as one of the fastest-growing companies in the UK, and one of the fastest-growing construction companies in London. We’re bootstrapped, profitable, and driven by a clear mission: to become a leading ConTech player — taking Onetrace into new trades and new markets globally. Come be part of a team that’s smart, ambitious, and comfortable in the chaos of growth - where your ideas matter, and your work shapes what comes next.
About the Role
We’re looking for a Customer Success Lead to build and develop a high-performing team of Customer Success Managers (CSMs) and Customer Success Executives (CSEs), while driving growth across key accounts. This is a senior, hands-on player–coach role in a fast-paced environment. You’ll spend most of your time coaching and enabling your team, while staying close to customers and supporting high-value deals, renewals, and expansions. Working within a defined strategy, you’ll focus on strong execution—building trusted customer relationships, delivering measurable value, and driving team performance and accountability. This role is ideal for a commercially-minded leader who enjoys developing people, staying close to customers, and driving both impact and revenue.
What you’ll do
- People Management
- Own the performance and development of a team of 4 CSMs and 3 CSEs, driving retention, expansion, and customer outcomes
- Set clear goals and KPIs, supporting the team to deliver against retention, expansion, and customer satisfaction targets
- Provide regular coaching, feedback, and career development to elevate individual and team capability
- Establish and embed best practices across the customer lifecycle, ensuring consistent, high-quality execution
- Act as an escalation point for complex customer situations, helping the team navigate challenges and drive positive outcomes
- Foster a collaborative, customer-centric culture aligned with commercial objectives
- Identify and drive commercial growth opportunities across the customer base, contributing directly to revenue targets
- Build and maintain relationships with key enterprise stakeholders, acting as a trusted advisor
- Partner with CSMs and CSEs on strategic accounts to support renewals, expansions, and high-value deal cycles. Will not carry an individual book of business, but operate as a player coach on key deals.
- Collaborate cross-functionally with Sales, RevOps, and Product to shape deal strategy and remove blockers
- Step into key customer engagements where needed to accelerate outcomes or mitigate risk
- Use customer insights and data to inform decisions, improve performance, and maximise customer value realisation
This role executes and manages within a defined strategy (player–coach, not a process/strategy role)
Who you are
- You’re operating at a senior level within a high-growth or scaling SaaS environment
- Strong background in Customer Success or Account Management, with proven experience leading and developing teams and managing multiple individuals
- Strong people leadership—proven ability to coach, develop, and performance-manage a high-performing team
- Experience working with customers ranging from SMB to Mid-Market and Enterprise, with a player–coach mindset balancing team leadership and hands‑on customer and revenue responsibilities
- Confident owning renewals, expansions, and contributing to complex deal cycles, with familiarity in value-based selling and customer success methodologies
- Proven ability to collaborate cross-functionally, particularly with Sales and Product to drive alignment and achieve shared goals, with strong stakeholder management and communication skills
- Analytical mindset, able to work with customer health metrics, usage dashboards, and CRM tools to track and improve outcomes, while navigating ambiguity and understanding the full customer lifecycle (implementation, adoption, renewal, expansion)
- Familiarity with Customer Success platforms such as Planhat, Gainsight, or Totango
- Experience using conversation intelligence tools like Gong, Mindtickle, Chorus, or similar
- Strong familiarity with the construction industry, including typical customer workflows, buying processes, and key stakeholders
What we offer
- Enhanced parental leave
- Private medical insurance with Bupa
- Employee assistance programme
- Remote work abroad opportunities
- Apple MacBook and tech accessories
- Onetrace merch, regular team socials and annual company off‑sites
Onetrace is committed to diversity in the workplace and is proud to be an equal opportunity employer. If you require a reasonable adjustment, please contact us. All information will be kept confidential and will only be used for applying a reasonable adjustment. We operate a hybrid working model, with a minimum expectation of 3 days per week in the office. This is a core part of how the role works and isn’t something we’re flexible on.
Customer Success Lead employer: Onetrace
Contact Detail:
Onetrace Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Lead
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and how they serve customers. This will help you tailor your answers and show that you’re genuinely interested in being part of the team at Onetrace.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Success Lead. Highlight your leadership skills and how you’ve driven customer satisfaction and growth in previous roles. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining Onetrace and being part of our exciting journey in the ConTech space.
We think you need these skills to ace Customer Success Lead
Some tips for your application 🫡
Show Your Passion for Customer Success: When writing your application, let us see your enthusiasm for customer success! Share specific examples of how you've helped customers achieve their goals and how you can bring that same energy to our team.
Tailor Your Experience: Make sure to highlight your relevant experience in SaaS and customer success. We want to know how your background aligns with the role of Customer Success Lead, so don’t be shy about showcasing your achievements!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon where possible. We appreciate a well-structured application that makes it easy for us to see your qualifications at a glance.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Onetrace
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics and how they relate to driving growth. Be ready to discuss how you've used data to improve customer outcomes in your previous roles.
✨Showcase Your Coaching Skills
As a Customer Success Lead, you'll be expected to coach your team. Prepare examples of how you've developed individuals or teams in the past, focusing on specific strategies that led to measurable improvements.
✨Understand the Construction Industry
Familiarise yourself with the construction industry, especially workflows and buying processes. Being able to speak knowledgeably about the challenges subcontractors face will show that you’re a good fit for Onetrace.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of complex customer situations you've navigated and how you achieved positive outcomes, as this will demonstrate your hands-on approach.