Customer Success Manager (FTC)

We are at an exciting stage in our growth as aregulated 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 end June 2027.

The Role

Werelooking for a CustomerSuccess Managerto support onboarding training and adoption across the Little Journey and Trial Flow platforms.

This is a highly customer-facing role focused on helping site staff and end users feel confident using our products through engaging live training onboarding support and day-to-day customer enablement activities.

This role is ideal for someone who enjoys working directly with customers delivering training solving problems collaboratively and helping users get the most value from digital products.

The role will report to our Delivery Lead and will be part of the broader Ops is a full-time role either hybrid (Leeds) or fully remote in the UK. Travel may berequiredfrom time to time. We cannot sponsor visas to work in the UK.

Key Responsibilities

CustomerOnboarding&Training

• Deliverengaging live and recorded training sessions for clinical trial site staff and end users.

• Deliverproduct demonstrations and walkthroughs tailored to different user roles.

• Helpmaintainand improvetraining materials and recorded resources to support consistent onboarding.

• Ensure site staff feel confident using the platform following training.

Customer Enablement & Support

• Maintain regular engagement with site staff to gather feedback and addressqueries.

• Helpidentifyopportunities to improve site engagement and product usage.

• Provide support for site staffandpartner queriesincludingbasic troubleshooting.

• Documentbugs usability issues and customer feedbackclearly forinternal teams.

Internal Collaboration

• Work with Delivery Product Commercial and Ops team to support customer outcomes.

• Shareinsights with Product Delivery andCommercialteams.

• Support Delivery Managers with training materials and implementation activities whererequired.

• Collaborate cross-functionally to improve customer experience and product adoption.

Renewal Enablement(Healthcare /Community Product)

• Provide light touch support foroff the shelf renewals ofourhealthcare /community product.

• Provide limited operational support in cases of product issues or defects escalating internallyasrequired.

Required

• Experience in acustomer-facing roleswithin SaaStechnologyor healthcare
• Experiencepresenting and deliveringtraining sessions to customers or end usersthrough video callswebinarsor online sessions
• Strong communicationskills with the ability to explain processes and products clearly
• Collaborative mindset and a willingness to work cross functionally

Desirable

• Experience supporting onboarding implementation customersuccessor enablement activities
• Experience working in healthcare or similar regulated industries
• Experience creating training materials guides or recorded onboarding content
• Exposure to cross-functional working with Product Delivery or Commercial teams

• 28 days annual leave peryear(plus public holidays) pro rata

• 500 annual trainingbudget(pro rata)

• 200 home working budget (one-off)

• Up to 6% pension match (salary sacrifice)

• Flexible working with core hours

• Enhanced (family & parental) leave policies

About Little Journey

Little Journey was founded by Dr Chris Evans a paediatric anaesthetist and researcher whowitnessedfirst-hand the impact that procedural anxiety poor preparation and inconsistent communication can have on patient experience engagement and clinical with Sophie Copley an expert in human-centred product designthehealthcareplatformwas developed anddemonstratedsignificant benefits in improving care efficiencycomplianceand patient rapidly adopted across the NHS supporting childrenundergoing surgery before being expanded to supporta widevarietyofcommonprocedures.

Building on thisinitialsuccess Little Journeyexpanded into clinical trials applying the same principles of personalised education emotional support and engagement to research settings. Our Life Science platformsupports trial participants and their families across therapeutic areas to alleviate the burdensthey face as they navigateparticipatingin a clinical platform is now a globalsolutionand we work with major pharmaceutical companies.

Little Journey isa Series A HealthTechstart-upand wearea highly collaborative mission-driven organisation with a team ofabout 30 (includingProduct&TechSales &MarketingOperations &Delivery). We aim to change the future of personalised paediatric care one empowered family at a time. We value honesty and integrity trust and accountability reflection and learning proactive thinking and a deep commitment to helping others.

Diversity & Inclusion

We encourage people from allwalks of lifeto apply and strive toeliminateunconscious bias in our recruitment process. We do not discriminate on ethnicity religion sexual orientation gender identity veteran or parental status or disability. We encourage candidates from underrepresented groups to apply. If you need adjustments made to our application process to help accommodate any disabilities pleaselet us know on

Required Experience:

Manager