At a Glance
- Tasks: Support onboarding and training for our innovative digital health platforms.
- Company: Join a mission-driven HealthTech start-up transforming paediatric care.
- Benefits: Enjoy 28 days leave, training budget, and flexible working options.
- Other info: Collaborative team culture with opportunities for personal and professional growth.
- Why this job: Make a real impact by empowering users in clinical trials and healthcare.
- Qualifications: Experience in customer-facing roles and strong communication skills required.
The predicted salary is between 35000 - 45000 £ per year.
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.
Required
- Experience in a customer‑facing role 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.
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.
Customer Success Manager (FTC) in Leeds employer: Little Journey Ltd
Little Journey is an exceptional employer, offering a dynamic work environment that prioritises collaboration and personal growth. With a strong commitment to employee development, including a generous training budget and flexible working arrangements, we empower our team to thrive while making a meaningful impact in the healthcare sector. Our inclusive culture fosters diversity and encourages innovative thinking, making it an ideal place for those passionate about improving patient experiences in clinical trials.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (FTC) in Leeds
✨Tip Number 1
Get to know the company inside out! Research Little Journey's mission, values, and products. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your training delivery skills! Since this role involves engaging with customers through live sessions, consider doing mock presentations with friends or family. The more comfortable you are, the better you'll connect with site staff and end users.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn to gain insights about the company culture and the role. Plus, it might just give you an edge when it comes to getting noticed during the hiring process.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our mission-driven team at Little Journey.
We think you need these skills to ace Customer Success Manager (FTC) in Leeds
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer-facing roles, especially in SaaS or healthcare. We want to see how your skills align with our mission at Little Journey!
Showcase Your Training Skills:Since this role involves delivering training sessions, share examples of how you've successfully trained others in the past. Whether it's through webinars or in-person sessions, we love to see your teaching flair!
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language to explain your experiences and how they relate to the responsibilities of the Customer Success Manager role. We appreciate clarity!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with Little Journey!
How to prepare for a job interview at Little Journey Ltd
✨Know the Product Inside Out
Before your interview, make sure you understand the Little Journey and Trial Flow platforms. Familiarise yourself with their features and benefits, as well as how they help clinical site staff and end-users. This will allow you to speak confidently about how you can support customers in using these products effectively.
✨Showcase Your Training Skills
Since this role involves delivering training sessions, prepare to discuss your previous experiences in presenting and training. Bring examples of how you've engaged users in the past, whether through webinars or in-person sessions. Highlight your ability to tailor content to different audiences, as this is crucial for success in this position.
✨Demonstrate Your Collaborative Spirit
This role requires working closely with various teams, so be ready to share examples of how you've successfully collaborated in the past. Discuss any cross-functional projects you've been involved in and how you contributed to improving customer experiences. This will show that you're a team player who values collaboration.
✨Prepare Questions for Them
Interviews are a two-way street, so come prepared with thoughtful questions about the company culture, team dynamics, and how success is measured in this role. This not only shows your interest in the position but also helps you determine if it's the right fit for you. Plus, it gives you a chance to engage with your interviewers!
