Customer Training Manager

Job Title:Customer Training Manager
Department:Customer Experience
Scope: Junior-Mid level
Basis: Full-time, permanent
Location: Canary Wharf, London - WeWork (Hybrid Remote)
Reporting to:Customer Experience Lead

— 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 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.

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, 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.

Thisroleisfocusedondeliveringstructuredcustomertrainingsessionswithaclearmissiontoeducatecustomers,driveconfidenceinproductusageandacceleratetime-to-valuethroughhigh-qualitylearningexperiences.

Please note:

Thisisnotaleadershipposition,youwillnotbemanagingpeople,youwillbemanagingcustomertrainingsessions.

• 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.

• 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.

• 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…