Customer Success Manager (FTC)

Little Journey

1d•Hybrid

About The Position

We are at an exciting stage in our growth as a regulated digital health company, with increasing traction in the clinical trials and life sciences space. As we scale our customer base, ensuring that clinical site staff and end-users can confidently adopt and use our platform is critical to delivering strong outcomes for sponsors, sites, and patients. This is a fixed term position (maternity cover) to start in May 2026 and last 12 months until May 2027. The Role As a Customer Success Manager, you will ensure successful adoption of the Trial Flow and Little Journey platforms across sites. You’ll deliver high-quality live and recorded training, enabling site staff and end-users to confidently use the platform. Following implementation, you will take ownership of ongoing customer success activities, maintaining strong engagement with site staff and proactively identifying opportunities to improve adoption and user experience. You’ll work closely with Delivery, Commercial, and Product teams, acting as a voice of the customer to ensure feedback is captured and translated into meaningful improvements. The role will report to our Delivery Lead and will be part of the broader Ops team. This is a full-time role, either hybrid (Leeds) or fully remote in the UK. Travel may be required from time to time. We cannot sponsor visas to work in the UK.

Requirements

Experience delivering training, onboarding or enablement to end users, with the ability to explain complex concepts clearly
Proven ability to drive customer adoption and engagement
Experience working directly with B2B customers

Nice To Haves

Experience in healthcare, clinical trials or other regulated environments
Experience supporting customer success post-implementation
Familiarity with creating scalable training materials
Exposure to cross-functional working with Product, Delivery or Commercial teams

Responsibilities

Develop and evolve site onboard materials and processes, including delivering engaging live and recorded training sessions for clinical trial site staff and end users.
Provide product demonstrations and walkthroughs tailored to different user roles.
Develop and maintain scalable training materials and recorded resources to support consistent onboarding.
Ensure site staff feel confident using the platform following training.
Take ownership of customer success activities following implementation, ensuring successful adoption at clinical sites.
Maintain regular engagement with site staff to gather feedback and address queries.
Identify opportunities to improve site engagement and product usage.
Act as a subject matter expert on our platforms, clearly explaining features and workflows.
Provide support for site staff and partner queries, including basic troubleshooting.
Document and escalate bugs, usability issues, and customer feedback to internal teams.
Act as the voice of the customer, sharing insights with Product, Delivery, and Commercial teams.
Support Delivery Managers with training materials and implementation activities where required.
Collaborate cross-functionally to improve customer experience and product adoption.
Enable off the shelf renewals of our healthcare / community product.
Collaborate with our finance and operations teams to manage renewal invoices or changes to terms or contracts.
Provide limited operational support in cases of product issues or defects, escalating internally as required.