Customer Success Manager (FTC)

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 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 activitiesmaintainingstrong engagement with site staff and proactivelyidentifyingopportunities to improve adoption and user experience.

Youllwork 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 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

Onboarding& Enablement

• Develop and evolve site onboard materials and processes including deliveringengaging live and recorded training sessions for clinical trial site staff and end users.

• Provide product demonstrations and walkthroughs tailored to different user roles.

• Develop andmaintainscalabletraining materials and recorded resources to support consistent onboarding.

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

Customer Success Customer Support & Product Expertise

• Take ownership of customer success activities following implementation ensuring successful adoption at clinical sites.

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

• Identifyopportunities to improve site engagement and product usage.

• Act as a subject matter expert onour platformsclearlyexplaining features and workflows.

• Provide support for site staffandpartner queriesincludingbasic troubleshooting.

• Document and escalate bugs usability issues and customer feedback to internal teams.
  

Internal Collaboration

• Act as the voice of the customer sharing insights 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) (less than 20% of time)

• Enable off the shelf renewals ofourhealthcare /community product.

• Collaborate with our finance and operations teams to manage renewal invoices or changesto terms or contracts.

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

Required

• 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

Desirable

• 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

• 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