Customer Success Manager

Job Title: Customer Success Manager
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’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 now gearing up for our next chapter: expanding into new trades and taking Onetrace global. We’re bootstrapped, profitable, and driven by a clear mission - to lead the digital transformation for subcontractors, one trade at a time.

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.

Want to learn more about our journey? Check out our LinkedIn page.

About the role 📝

We’re looking for a customer-focused Customer Success Manager to join Onetrace, a fast-growing SaaS company transforming construction technology.

You’ll be a trusted partner to our customers, helping them maximise the value of Onetrace to streamline operations and drive growth. This role is ideal for someone with proven B2B SaaS experience in customer-facing roles, with strengths in relationship-building, product education, and retention.

You’ll lead onboarding, drive adoption, and identify opportunities for deeper engagement, while providing customer insights to influence our product and service delivery. As a strong communicator and proactive problem-solver, you’ll ensure our customers see real impact from using Onetrace.

What you’ll do💡

• Own the customer relationship end-to-end: onboard new accounts, build trusted partnerships, and guide customers through their Onetrace journey to ensure long-term satisfaction and success
• Drive product adoption and ROI, helping customers unlock the full value of Onetrace by aligning features with their workflows, goals, and operational challenges
• Identify and grow opportunities within accounts - expanding usage across departments or trades, optimising seat utilisation, and supporting transitions to annual plans
• Monitor account health through usage data and engagement signals (via Planhat), proactively addressing risks and ensuring customers stay on track to meet their goals
• Act as a customer advocate, providing structured feedback to product and engineering teams to influence roadmap decisions and service improvements
• Collaborate cross-functionally with Sales, Support, Marketing, and RevOps to deliver a seamless, coordinated customer experience
• Resolve issues quickly and professionally, managing escalations and delivering a consistently high standard of service that reflects our commitment to excellence

What we’re looking for 🔎

• Mid to senior level in a customer success or account management role within a SaaS environment
  
• Experience in start-up or scale-up with the ability to adapt quickly to changing priorities
  
• Skilled at liaising with customers (large and small), understanding their needs, and delivering tailored guidance and support
  
• Proven experience resolving technical issues and delivering software training, including onboarding and implementation
  
• Strong communication (written and verbal), interpersonal, and relationship-building skills
  
• Detail-oriented and collaborative, with solid project management skills and the ability to handle multiple client requests
  
• Proficient with CRM and CS tools such as Planhat, HubSpot, and Intercom, and comfortable using remote training and collaboration platforms
  
• Willingness to learn, adopt new tools and procedures, and work flexibly (including occasional out-of-hours work)

What we offer ⭐

• Benefits
  • NEST pension scheme
  • Enhanced parental leave
  • Private medical insurance with Bupa
  • Season ticket loan scheme
  • Employee assistance programme
  • 25 days PTO, plus bank holidays
• Ways of Working
  • WeWork membership
  • Dog-friendly office
  • Hybrid working options
  • Remote work abroad opportunities
• Equipment
  • We’ll set you up with an Apple MacBook and all the necessary software
  • Standing desk (when based in the office)
  • Tech accessories and Onetrace merch
• Socials
  • Regular team socials and company events
    

Diversity 🫶

Onetrace is committed to diversity in the workplace and 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.

🐶 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.