At a Glance
- Tasks: Build strong relationships and help customers maximise their use of Onetrace software.
- Company: Join a fast-growing SaaS company transforming the construction industry.
- Benefits: Competitive salary, career growth, and a collaborative work environment.
- Other info: Be part of a dynamic team in a rapidly expanding market.
- Why this job: Make a real impact by enhancing customer success and driving growth.
- Qualifications: Strong communication skills and a passion for customer experience.
The predicted salary is between 36000 - 60000 £ per year.
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.
Customer Success Manager Customer Experience · London · employer: Onetrace
Onetrace is an exceptional employer that prioritises a collaborative and customer-centric work culture, making it an ideal place for a Customer Success Manager. Located in the vibrant Canary Wharf, London, we offer a dynamic environment where your contributions directly impact our mission to transform the construction industry. With a focus on employee growth and development, we provide ample opportunities for professional advancement while fostering a supportive atmosphere that values innovative ideas and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager Customer Experience · London ·
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Onetrace. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Onetrace before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager Customer Experience · London ·
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Onetrace:Your cover letter is your chance to shine! Tell us why you want to work at Onetrace specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Onetrace!
How to prepare for a job interview at Onetrace
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
