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. 

Requirements

Required

• Experience in a customer-facing roles within SaaS, technology or healthcare 
• Experience presenting and delivering training sessions to customers or end users through video calls, webinars or online sessions  
• Strong communication skills with the ability to explain processes and products clearly 
• Collaborative mindset and a willingness to work cross functionally  

Desirable 

• Experience supporting onboarding, implementation, customer success or 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

Benefits

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

• £500 annual training budget  (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 who witnessed first-hand the impact that procedural anxiety, poor preparation, and inconsistent communication can have on patient experience, engagement, and clinical outcomes. Partnering with Sophie Copley, an expert in human-centred product design, the healthcare platform was developed and demonstrated significant benefits in improving care efficiency, compliance and patient experience. It was rapidly adopted across the NHS supporting children undergoing surgery, before being expanded to support a wide variety of common procedures.  

Building on this initial success, Little Journey expanded into clinical trials, applying the same principles of personalised education, emotional support, and engagement to research settings. Our Life Science platform supports trial participants and their families across therapeutic areas, to alleviate the burdens they face as they navigate participating in a clinical trial. The platform is now a global solution, and we work with major pharmaceutical companies.   

Little Journey is a Series A HealthTech start-up, and we are a highly collaborative, mission-driven organisation with a team of about 30 (including Product & Tech, Sales & Marketing, Operations & 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 all walks of life to apply and strive to eliminate unconscious 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, please let us know on hr@littlejourney.health