Reporting to: Head of Customer Experience
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 one of the fastest-growing construction companies 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.
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 Success Lead to build and develop a high-performing team of Customer Success Managers (CSMs) and Customer Success Executives (CSEs), while driving growth across key accounts.
This is a senior, hands-on player–coach role in a fast-paced environment. You’ll spend most of your time coaching and enabling your team, while staying close to customers and supporting high-value deals, renewals, and expansions.
Working within a defined strategy, you’ll focus on strong execution—building trusted customer relationships, delivering measurable value, and driving team performance and accountability.
This role is ideal for a commercially-minded leader who enjoys developing people, staying close to customers, and driving both impact and revenue.
What you’ll do
People Management
* Own the performance and development of a team of 4 CSMs and 3 CSEs, driving retention, expansion, and customer outcomes
* Set clear goals and KPIs, supporting the team to deliver against retention, expansion, and customer satisfaction targets
* Provide regular coaching, feedback, and career development to elevate individual and team capability
* Establish and embed best practices across the customer lifecycle, ensuring consistent, high-quality execution
* Act as an escalation point for complex customer situations, helping the team navigate challenges and drive positive outcomesFoster a collaborative, customer-centric culture aligned with commercial objectives
* Identify and drive commercial growth opportunities across the customer base, contributing directly to revenue targets
* Build and maintain relationships with key enterprise stakeholders, acting as a trusted advisor
* Partner with CSMs and CSEs on strategic accounts to support renewals, expansions, and high-value deal cycles. Will not carry an individual book of business, but operate as a player coach on key deals.
* Collaborate cross-functionally with Sales, RevOps, and Product to shape deal strategy and remove blockers
* Step into key customer engagements where needed to accelerate outcomes or mitigate risk
* Use customer insights and data to inform decisions, improve performance, and maximise customer value realisation
* This role executes and manages within a defined strategy (player–coach, not a process/strategy role)
Who you are
* You’re operating at a senior level within a high-growth or scaling SaaS environment
* Strong background in Customer Success or Account Management, with proven experience leading and developing teams and managing multiple individuals
* Strong people leadership—proven ability to coach, develop, and performance-manage a high-performing team
* Experience working with customers ranging from SMB to Mid-Market and Enterprise, with a player–coach mindset balancing team leadership and hands‑on customer and revenue responsibilities
* Confident owning renewals, expansions, and contributing to complex deal cycles, with familiarity in value-based selling and customer success methodologies
* Proven ability to collaborate cross-functionally, particularly with Sales and Product to drive alignment and achieve shared goals, with strong stakeholder management and communication skills
* Analytical mindset, able to work with customer health metrics, usage dashboards, and CRM tools to track and improve outcomes, while navigating ambiguity and understanding the full customer lifecycle (implementation, adoption, renewal, expansion)
* Familiarity with Customer Success platforms such as Planhat, Gainsight, or Totango
* Experience using conversation intelligence tools like Gong, Mindtickle, Chorus, or similar
* Strong familiarity with the construction industry, including typical customer workflows, buying processes, and key stakeholders
What we offer
* Enhanced parental leave
* Private medical insurance with Bupa
* Employee assistance programme
* Remote work abroad opportunities
* Apple MacBook and tech accessories
* Onetrace merch, regular team socials and annual company off‑sites
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.
We operate a hybrid working model, with a minimum expectation of 3 days per week in the office. This is a core part of how the role works and isn’t something we’re flexible on.
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