Onetrace | Software for Subcontractors

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Customer Success Lead

We’re looking for a Customer Success Lead to build, lead, and develop a high-performing Customer Success team while driving growth across strategic customer accounts. This is a senior player–coach role that combines people leadership with hands-on ownership of renewals, expansions, and key customer relationships in a fast-paced SaaS environment.

LOCATION

Canary Wharf, Hybrid

basis

Full-time, permanent

salary

DOE

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About Onetrace

Great products start with great people.

Our focus on user experience has helped us become the leading software for fire protection subcontractors across the UK.  We build tools that actually work on the ground — fast, intuitive, and simple to use.

Onetrace is growing quickly, recognised as one of the fastest-growing companies in the UK and in London’s construction sector. We’re bootstrapped, profitable, and on a mission to become a global ConTech leader.

Join a smart, ambitious team where your ideas matter and your work shapes what’s next. Learn more about life at onetrace here.

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 outcomes
Foster a collaborative, customer-centric culture aligned with commercial objectives

Commercial contributor

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 (you 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)

What you’ll bring

Essential

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)

Desirable

Experience supporting complex, multi-stakeholder enterprise deals
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

Hybrid guidelines

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.

Customer Experience