Customer Success Manager Customer Experience · London ·

Department: Customer Experience

Basis: Full-time, permanent

Location: Canary Wharf, London - WeWork

Reporting to: Customer Experience Lead

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 the fastest-growing construction company 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.

Our approach 🌱 At Onetrace, customer experience sits at the heart of how we grow. We believe providing thoughtful, reliable service to our customers is just as important as building a great product, and we take real pride in the relationships we build along the way. We’re a growing team at an exciting stage of scale, expanding into new trades and working towards our ambition of transforming the construction industry one trade at a time. As we grow, our customers remain our north star, and every decision we make is grounded in helping them succeed. Customer Experience at Onetrace is a collaborative effort built across four key pillars: Implementation, Onboarding & Training, Product Support and Customer Success. These teams work closely together, and with our customers, to ensure every touchpoint is seamless, supportive, and genuinely valuable. If you’re motivated by impact, collaboration, and putting customers first, this role will be right for you.

About the role 📝 We’re looking for a customer-obsessed Customer Success Manager to join Onetrace, a fast-growing SaaS company transforming how the construction industry works. In this role, you’ll be a trusted partner to our customers, helping them unlock the full value of Onetrace to streamline operations, boost efficiency, and drive real growth. You’ll build strong, lasting relationships, guide customers through our platform, and ensure every interaction delivers impact. You’ll own customer adoption, uncover opportunities for deeper engagement, and provide actionable insights that influence our product roadmap and service delivery. With your proactive problem-solving, clear communication, and passion for customer success, you’ll help our customers achieve tangible results — and play a central role in shaping how Onetrace scales.

What you’ll do💡

• Build trusted relationships post-implementation, guiding customers to maximise Onetrace usage and ensuring long-term satisfaction and success.
• Drive product adoption and ROI by aligning features with customers’ workflows, goals, and operational challenges.
• Identify and grow opportunities within accounts, including expanding usage across departments or trades, optimising seat utilisation, and supporting upsell/cross-sell to annual plans.
• Monitor account health using usage data and engagement signals, proactively addressing risks to keep customers on track to meet their goals.
• Advocate for customers by providing structured feedback to Product and Engineering, influencing roadmap decisions and service improvements.
• Collaborate across CX, Sales, Marketing, and RevOps to deliver a seamless, coordinated customer experience.
• Resolve or elevate issues efficiently, delivering a consistently high standard of service, with occasional on-site customer visits.

Who you are 🎯

• Mid to senior-level experience in Customer Success or Account Management within a SaaS environment, ideally supporting mid-market or enterprise customers.
• Comfortable operating in a startup or scale-up environment, with the agility to adapt quickly as priorities evolve.
• Strong customer-facing skills, with the ability to understand diverse customer needs and deliver tailored guidance and support.
• Proven experience leading commercial conversations, including upsell and cross-sell, in a way that adds genuine customer value.
• Excellent communication and relationship-building skills, with the ability to engage stakeholders at all levels.
• Highly organised and collaborative, with strong attention to detail and the ability to manage multiple customers and initiatives at once.
• Confident using CRM and Customer Success tools such as Planhat and Intercom, with a growth mindset and willingness to learn new tools and ways of working.
• Experienced in using tools for remote communication and collaboration, with flexibility to occasionally work outside standard hours when needed.

What we offer ⭐

• 25 days PTO, plus bank holidays.
• Enhanced parental leave.
• Private medical insurance with Bupa.
• NEST pension scheme.
• Employee assistance programme.
• Remote work abroad opportunities.
• Apple MacBook and tech accessories.
• Onetrace merch, regular team socials and annual company off-sites.

Diversity 🫶 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.

Hybrid guidelines 🚆 We operate a hybrid working model, with a minimum expectation of 2 days per week in the office. This is a core part of how the role works and isn’t something we’re flexible on. Whilst we’re open to conversations about flexibility and individual circumstances, we also want to be realistic about sustainability. Regular long commutes are unlikely to be workable long term, so this will be taken into consideration during the application process.

🐶 Please note that our office is a dog-friendly environment. Candidates should be aware that dogs are present in the workplace, which may include shared spaces. If you have allergies or concerns, please let us know in advance.