Getting to know Karen

Interviews
Mitchell Smith
Sep 22, 2025
10
mins

Celebrating 5 Years: Meet Karen, Our Customer Success Manager

We're excited to launch our "Getting to Know the Team" series, where we introduce the people who make One.site what it is today. First up is Karen, who this month marks five years with us. As Customer Success Manager, Karen has been instrumental in supporting our customers with onboarding and training ensuring quick responses to support requests. In this Q&A, she shares her proudest moments, what she loves most about working with customers, and a little about life outside of work.

What does your role as Customer Success Manager involve day to day?

My day varies from hosting training webinars to responding to tickets raised by customers. My main responsibility is to make sure that customers receive a good and consistent response to any issues they may have.

What do you enjoy most about working with One.site customers?

It sounds like a cliché, but my favourite part of the job is chatting with customers. I've always loved a good conversation, and I think it helps customers to know they can call and speak to a real person who genuinely wants to kelp. It also gives me a better understanding of their business needs.

What's been your proudest moment since joining the team?

I've been here for five years now - not sure where that time has gone! For me, the proudest part is watching our user base grow. I get excited to welcome every new customer because it validates my belief in the app.

Can you share a project or customer success story that stood out to you?

The recent Crest Nicholson rollout across all regions and sites was a huge milestone. It took a lot of teamwork on both sides, and while there were challenges (as you'd expect with a company of their size), working through them together made the rollout a success.

How would you describe the One.site team culture?

I absolutely love it. Our customers are hugely important, but I also feel truly valued within the team. I'm trusted, encouraged to share ideas, and supported with work-life balance, which is vital for me with a big family. The support is part of One.site's ethos, not just something we say.

What skills or experiences have helped you most in your role?

Being approachable and genuinely listening to customers. I'm always honest and never promise what I can't deliver. Some say I give too much of myself in conversation, but I think that's what helps me build strong relationships.

What advice would you give someone starting in customer success?

Be kind, and treat people how you'd like to be treated.

Now some fun questions to get to know Karen outside of her role in Customer success...

What might surprise your colleagues about you?

I'm quite an open book, but on fun fact - I can touch my nose with my tongue!

How do you like to spend your time outside of work?

I love socialising, though these days it's less about late nights in bars and more about dinner parties, good wine, and kitchen discos. A lot of my time now is spent as a Nana to four grandkids, which often means swimming, soft play, and climbing up slides to rescue them when they get stuck!

Do you have a favourite book, podcast or TV series you'd recommend right now?

I love reading on my Kindle. Being dyslexic I used to struggle, especially at school, and the adjustable text has been a game-changer. For long journeys, I recommend the Short History podcast. The 45 minute episodes break down major historical events. I've learned loads listening on trips to and from my son's university!

If you could travel anywhere tomorrow, where would you go?

Asia - I'm desperate to experience the culture and explore different countries.

And a few quick fire question to finish...

Coffee or tea? Coffee

Early bird or night owl? Early bird these days

Favourite snack on a busy day? Crisps

Best piece of advice you've ever received? Be kind to people; we all have a different story.

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