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 ·
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely interested in their mission and how you can contribute.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills align with the role of Customer Success Manager. Highlight your experience in building relationships and driving customer satisfaction.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Customer Success Manager Customer Experience · London ·
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in customer service and any relevant skills that align with our mission at Onetrace. We want to see how you can contribute to our customer-first approach!
Showcase Your Passion:Let your enthusiasm for customer success shine through! Share examples of how you've positively impacted customer experiences in previous roles. We love seeing candidates who are genuinely excited about helping customers succeed.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and fit for the role.
Apply Through Our Website:We encourage you to submit your application directly through our website. This way, you’ll ensure it reaches the right people and gets the attention it deserves. Plus, it’s the best way to stay updated on your application status!
How to prepare for a job interview at Onetrace
✨Know Your Customer Success Stuff
Make sure you brush up on customer success principles and best practices. Understand how to build relationships and drive product adoption, as this role is all about helping customers unlock the full value of Onetrace.
✨Show Your Problem-Solving Skills
Be ready to discuss specific examples where you've proactively solved customer issues or improved their experience. This will demonstrate your ability to think on your feet and provide real value to customers.
✨Understand Onetrace's Mission
Familiarise yourself with Onetrace’s journey and mission in transforming the construction industry. Showing that you align with their values and understand their goals will set you apart from other candidates.
✨Prepare Questions for Them
Have a few thoughtful questions ready to ask during the interview. This shows your genuine interest in the role and helps you gauge if the company culture aligns with your own values, especially around customer experience.
