Customer Success Manager, Onetrace
3-5 days a week in office (Canary Wharf, London - WeWork (Hybrid Remote))
Software to capture, document and streamline construction projects
Posted today
Software to capture, document and streamline construction projects
21-100 employees
Posted today
3-5 days a week in office (Canary Wharf, London - WeWork (Hybrid Remote))
21-100 employees
Company mission
To build the next generation in construction tech.
Role
Who you are
- Mid-level, 3+ years in a customer success or account management role within a SaaS environment
- Experience in start-up or scale-up environments 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 the job involves
- Job Title: Customer Success Manager
- Department: Customer Experience
- Reporting to: Customer Experience Lead
- 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
- 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
Salary benchmarks
Our take
Compliance and transparency within the construction & building industry have always been of great importance, especially now considering the current pressure on the sector to build sustainable and safe housing.
Onetrace is a digital tool that helps contractors gather data for the capturing, documentation, and streamlining of their fire protection. It stores everything in one place for teams, their clients, and auditors.
The company is backed by a team that has years of experience in the construction industry, and so has witnessed firsthand the need for better ways to manage projects. Onetrace has worked with the likes of Bellway, L&Q, the NHS, and Berkeley Group.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Company benefits
- 🏥 Private medical insurance (Bupa)
- 🏡 Hybrid working
- ✈️ Remote work abroad (2 Weeks Annually)
- 🌴 Annual team offsites
- 🏖️ 25 days PTO
- 🚆 Season ticket loan scheme
- 💰 NEST pension
- 🧑💻 Apple MacBook with all the necessary software
- 🏢 WeWork membership
- 🐾 Dog-friendly office
Company values
- Driven by Passion - bringing energy, enthusiasm and dedication to our work
- Devoted to Innovation - pushing boundaries and creating a space for unrivalled vision
- Strive to Simplify - leveraging technology to drive efficiency and reduce unnecessary complexities
- Do the Right Thing - honesty, integrity and commitment to always do the right thing
- Respect Above All - respecting and understanding every individuals diverse background
- Empowering Teams - working with equal parts humility and ambition
Company HQ
Canary Wharf, London, UK
Leadership
Lewis Bird
(Co-Founder & CTO)Co-Founded Onetrace in 2019. They have also been a Managing Director of NextDev & Sota Ventures since 2012.
Greg McClelland
(Co-Founder & CCO)Previously a Managing Director of Optimum Contractors and Optimum Cleaning Group. They were also an Engineering Specialist at RPM Jig & Tool.
Diversity, Equity & Inclusion at Onetrace
Dina Lagou (People & Operations Manager)
- At Onetrace, we recognise that technology is for everyone and should be as simple as possible to maximise its usability. We are continuously working to ensure our system is accessible and user-friendly, so all users, regardless of their background or technical expertise, can easily access and make the most of the platform.
- We care about creating opportunities. We know that females are underrepresented in both the technology and construction space and we are committed to making a positive change. Our goal isn't just about empowering female candidates, it extends to all marginalised groups. We want to open doors, in technology and construction, to anybody who wants to make a difference.
- We know that diversity drives innovation, and we embrace individuals from all backgrounds, experiences, and perspectives. Although we are a small team right now, we have employees from many different countries and cultures and we celebrate diversity within our team whenever we can. We are always looking for more ways we can improve and expand on the diversity within our team at Onetrace!
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