Customer Training Manager in London

Department: Customer Experience

Basis: Full-time, permanent

Location: Canary Wharf, London - WeWork (Hybrid Remote)

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 are growing rapidly — recognised as one of the fastest-growing companies in the UK, and one of the fastest-growing construction companies in London. We are 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. Customer Experience at Onetrace is a collaborative effort built across four key pillars: Implementation, Training, Product Support and Customer Success.

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.
• 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).
• 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

Essential

• 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.

Desirable

• 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

• 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. 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.