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- Tasks: Deliver engaging training sessions to empower customers and enhance their product experience.
- Company: Fast-growing ConTech company focused on transforming the construction industry.
- Benefits: Remote work options, private medical insurance, and fun team socials.
- Why this job: Join a dynamic team where your ideas shape customer success and product adoption.
- Qualifications: Experience in customer training and a passion for helping others succeed.
- Other info: Hybrid working model with a dog-friendly office environment.
The predicted salary is between 36000 - 60000 £ per year.
Location: Canary Wharf, London - WeWork (Hybrid Remote)
Reporting to: Customer Experience Lead
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.
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, 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.
About the role
This role is focused on delivering structured customer training sessions with a clear mission to educate customers, drive confidence in product usage and accelerate time-to-value through high-quality learning experiences. Please note: This is not a leadership position, you will not be managing people, you will be managing customer training sessions.
What you’ll do
- Deliver structured, agenda-driven training sessions for SMB, Mid-Market and Enterprise customers.
- Act as a product educator, tailoring sessions to different customer roles, technical levels, use cases and learning styles.
- Support customers to understand product value, limitations and practical next steps.
- Provide occasional, ad-hoc training for existing customers, as requested by internal teams.
Delivery and outcomes
- Own training session outcomes, ensuring customers are ready to go live (typically within 30 days of subscription start date).
- Follow defined training workflows to ensure consistent, high-quality delivery.
- Manage a high-volume schedule (typically 4 - 6 one-hour sessions per day).
Collaboration and insight
- Work closely with Implementation and Product Enablement teams to align training with timelines and releases.
- Capture training progress and outcomes in Planhat, sharing visibility with internal teams.
- Feed recurring themes and customer insights back into Product and Enablement teams.
Ways of working
- Training sessions are pre-scheduled, allowing you to focus on preparation and delivery quality.
- Sessions may include 1:1, group, or role-based training formats.
- Some flexibility is required to occasionally deliver training outside standard working hours for international customers.
- Occasional in-person training may be required to support customers where face-to-face sessions make the biggest impact.
Who we’re looking for
- Experience delivering structured, agenda-led customer training (1:1 and group), ideally in a B2B SaaS or product-led environment.
- Background in customer onboarding, implementation, enablement or product support.
- Strong ability to educate and enable customers, adapting delivery to different roles, technical levels and use cases.
- A clear customer-centric mindset, focused on helping users understand value, set expectations and move confidently toward adoption.
- Comfortable owning outcomes - taking responsibility for session quality, customer readiness and follow-up.
- Able to manage a high-volume delivery schedule while maintaining consistency and quality.
- Strong organisational, communication and time-management skills.
- Confident working with defined workflows, documenting outcomes and sharing visibility with internal teams.
- Demonstrates initiative and ownership, proactively solving problems rather than waiting for direction.
- Collaborative, with experience working cross-functionally with teams such as Implementation, Product or Customer Success.
- Experience training mid-market or enterprise customers with more complex workflows.
- Familiarity with tools such as Planhat or similar customer platforms.
- Experience working in a scaling business where processes are still evolving.
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 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.
Customer Training Manager employer: Onetrace
Contact Detail:
Onetrace Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Training Manager
✨Tip Number 1
Get to know the company inside out! Research Onetrace's products and customer experience approach. This will help you tailor your conversations and show that you're genuinely interested in what we do.
✨Tip Number 2
Practice your training delivery skills! Since this role is all about educating customers, consider running mock training sessions with friends or family. This will boost your confidence and help you refine your style.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn and ask them about their experiences. This can give you valuable insights and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team at Onetrace.
We think you need these skills to ace Customer Training Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your experience in delivering structured customer training. Use examples that showcase your ability to adapt to different customer roles and learning styles, as this is key for us at Onetrace.
Showcase Your Customer-Centric Mindset: We love candidates who put customers first! In your application, share specific instances where you’ve helped users understand product value and how you’ve driven their confidence in using a product. This will resonate well with our mission.
Highlight Your Organisational Skills: Since managing a high-volume schedule is part of the role, make sure to mention your time-management and organisational skills. Give examples of how you've successfully juggled multiple tasks or sessions in the past.
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 the Product Inside Out
Before your interview, make sure you understand the software and its features thoroughly. Familiarise yourself with how it benefits subcontractors and be ready to discuss specific use cases. This will show your genuine interest and help you connect with the company's mission.
✨Tailor Your Training Approach
Think about how you would adapt your training sessions for different customer roles and technical levels. Prepare examples of how you've done this in the past, as it demonstrates your ability to cater to diverse audiences and ensures customers feel confident using the product.
✨Showcase Your Organisational Skills
With a high-volume schedule expected, highlight your time-management strategies during the interview. Discuss how you prioritise tasks and maintain quality across multiple training sessions. This will reassure them that you can handle the demands of the role effectively.
✨Emphasise Collaboration
Since the role involves working closely with other teams, be prepared to share examples of how you've successfully collaborated in previous positions. Discuss how you’ve gathered insights from customers and fed them back to product teams, showcasing your commitment to continuous improvement.