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 end June 2027. The Role We’re looking for a Customer Success Manager to 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 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. Key Responsibilities Customer Onboarding & Training Deliver engaging live and recorded training sessions for clinical trial site staff and end users. Deliver product demonstrations and walkthroughs tailored to different user roles. Help maintain and improve training 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 address queries. Help identify opportunities to improve site engagement and product usage. Provide support for site staff and partner queries, including basic troubleshooting. Document bugs, usability issues, and customer feedback clearly for internal teams. Internal Collaboration Work with Delivery, Product, Commercial and Ops team to support customer outcomes. Share 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. Renewal Enablement (Healthcare / Community Product) Provide light touch support for off the shelf renewals of our healthcare / community product. Provide limited operational support in cases of product issues or defects, escalating internally as required.