Customer Success Executive 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 Success Executive to join Onetrace and play a hands-on role in helping our customers succeed. You’ll partner closely with customers to ensure they get real, lasting value from the platform, supporting them day to day while building strong, trusted relationships. You’ll work collaboratively across teams to drive adoption, nurture long-term success, and uncover opportunities for growth. This role is ideal for someone who’s proactive, empathetic, and genuinely motivated by helping businesses unlock their full potential with the right tools and guidance.

What you’ll do:

• Proactively engage a large portfolio of existing customers through structured check-ins to understand product usage, business context, and growth potential.
• Build a clear picture of each customer’s needs through thoughtful conversations and research, demonstrating genuine curiosity about how they work and where Onetrace can add value.
• Run focused customer check-ins centred on account health, upcoming needs, and commercial readiness.
• Identify, qualify, and scope upsell, cross-sell, and annual conversion opportunities using customer signals, usage patterns, and business insight.
• Act as a pipeline generator for Customer Success, capturing opportunities in Planhat and passing high-quality, well-contextualised leads to Customer Success Managers.
• Partner closely with CSMs and Commercial leadership, sharing insights, trends, and risks to support forecasting, prioritisation, and proactive customer action.
• Operate at scale within a structured, repeatable model that ensures consistent coverage, surfaces growth blockers early, and protects customer value.

Who you are:

• Experience in a customer-facing role within a tech or SaaS environment, ideally in Customer Success or Product Support.
• A strong understanding of SaaS products paired with excellent people skills and a genuine passion for helping customers succeed.
• High attention to detail and pride in delivering work to a consistently high standard.
• Clear, confident verbal and written communication skills, with the ability to explain concepts simply to both technical and non-technical audiences.
• Strong organisational and time management skills, with the ability to prioritise effectively in a fast-paced environment.
• Comfortable adapting to evolving products, features, and ways of working, and able to communicate changes clearly to customers.
• Confident using tools for remote communication and collaboration, with flexibility to occasionally work outside standard hours when needed.

• Experience working in a startup or scale-up environment, with the ability to adapt quickly as the team and priorities evolve.
• Familiarity with customer engagement and success tools such as Intercom and Planhat.
• Ability to educate, guide, and build confidence in how our customers use Onetrace.

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.