Customer Success Executive

Overview

— 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 company in London.

We’re bootstrapped, profitable, and driven by a clear mission: to become a leading Con Tech 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 Linked In page.

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.

We’re looking for a Customer Success Executive to join Onetrace and play a hands-on role in helping our customers succeed. You’ll partner closely with customers to ensure they get real, lasting value from the platform, supporting them day to day while building strong, trusted relationships.

You’ll work collaboratively across teams to drive adoption, nurture long-term success, and uncover opportunities for growth. This role is ideal for someone who’s proactive, empathetic, and genuinely motivated by helping businesses unlock their full potential with the right tools and guidance.

• Proactively engage a large portfolio of existing customers through structured check-ins to understand product usage, business context, and growth potential
• Build a clear picture of each customer’s needs through thoughtful conversations and research, demonstrating genuine curiosity about how they work and where Onetrace can add value
• Run focused customer check-ins centred on account health, upcoming needs, and commercial readiness
• Identify and scope upsell, cross-sell, and annual conversion opportunities using customer signals, usage patterns, and business insight
• Act as a pipeline generator for Customer Success, capturing opportunities in Planhat and passing high-quality, well-contextualised leads to Customer Success Managers
• Partner closely with CSMs and Commercial leadership, sharing insights, trends, and risks to support forecasting, prioritisation, and proactive customer action
• Operate at scale within a structured, repeatable model that ensures consistent coverage, surfaces growth blockers early, and protects customer value

• Experience in a customer-facing role within a tech or SaaS environment, ideally in Customer Success or Product Support
• A strong understanding of SaaS products paired with excellent people skills and a genuine passion for helping customers succeed
• High attention to detail and pride in delivering work to a consistently high standard
• Clear, confident verbal and written communication skills, with the ability to explain concepts simply to both technical and non-technical audiences
• Strong organisational and time management skills, with the ability to prioritise effectively in a fast-paced environment
• Comfortable adapting to evolving products,…