Mastering CS: Candid Leader Insights12 Mars

Ep 49 | Cameron Hogg

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Cameron Hogg, Customer Success Manager at OneTrace, a construction technology platform that helps subcontractors track work, maintain compliance, and gain visibility across projects. Cameron shares what surprised him most when moving from licensing tech into construction SaaS, how CS teams drive adoption among field-based users, and why simplicity and fast onboarding are critical when customers need to start using software immediately.

What You’ll Learn:

☑️ What changes when moving from traditional SaaS into construction tech CS

☑️ What strong adoption looks like for both small subcontractors and enterprise construction teams

☑️ Why adoption in construction ties directly to compliance, cash flow, and project visibility

☑️ How to drive stickiness with users who don’t consider themselves technical

☑️ Why NRR and revenue retention are the clearest success metrics in this environment

☑️ What a health score looks like when project risk comes from low visibility—not just low logins

☑️ Why unstructured QBRs fail to create real customer value

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With Custify, you can:

☑️ automate daily tasks through Playbooks

☑️ build individual customer #HealthScores

☑️ create customer segments

☑️ improve your customer communication strategy

☑️ streamline your onboarding process

☑️ track customers’ journeys every step of the way

☑️ get a 360 view of their progress

Want to do great things with your customer success initiative? Keep in touch with us below:

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